Manager Operations Customer Service

gategroup•Vancouver, BC

23h•CA$55,000 - CA$65,000

About The Position

Position is responsible for communications and operational support for customer accounts as it pertains to customer requirements. This position, which reports to the Senior Manager of Customer Service, is the primary liaison between the airline customers and the Gate Gourmet operational team. We’re seeking a dynamic professional who has a passion for customer service. A charismatic problem solver who can be a key point of contact for our customers and one who acts as a liaison to ensure our customer’s expectations are exceeded.

Requirements

Demonstrated Values of Excellence, Passion, Responsibility and Respect.
Customer at the forefront of everything we do, taking time to understand their needs, wishes and desires.
Constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves.
Hospitality, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care.
Growth mindset, a resilience that makes us determined to bounce back from failures and setbacks.
Care about what we do, and we understand the impact we have on others and the planet.
Always look out for each other –creating a safe workplace environment is everyone’s responsibility.
Every job matters. We each do our part to ensure our colleagues and our customers succeed in their goals.
Respect each other’s voices and foster a workplace that supports inclusion and belonging.

Responsibilities

Oversee all aspects of account management, including communication with the airline head office, local office where the operational unit is located, and primary account management within Gate Gourmet.
Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
Responsible for developing and maintaining a positive, professional working relationship with both customer and unit management and staff, establishing a clear line of communication at all levels.
Monitors communications between back-office functions (billing department) and the customer and makes recommendations to remedy any disputes that may arise.
Maintains prompt and effective communications with customers and operations staff to resolve issues and is responsible for developing and maintaining data as it relates to the account.
Serves as the primary contact for all day-to-day operational communications with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.
Is externally/internally visible to customer by participating in some flight deliveries and interfacing with cabin crew and operations unit.
Must work with the assigned staff to ensure proper menu specifications and directions are followed.
Ensures all inventories for equipment and liquor meet customer requirements.
Responds to airline comments or complaints in a timely manner.
Responsible for arranging customer visits including meal presentations at the Operations unit.
Participates in conference calls, meetings, workshops pertaining to the customer & operations.
Gaining buy-in from multi-level team members.
Setting reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.
Ability to obtain Transport Canada Security Clearance in the form of RAIC.