Senior Airline Customer Account Manager

gategroup•Schiller Park, IL

12d•$95,000 - $110,000

About The Position

The Senior Airline Customer Account Manager directs communications and operations for airline accounts to meet customer requirements and needs. Reporting to the General Manager, Unit, this role serves as the primary liaison between airline customers and the Gate Gourmet operational unit. The position oversees account management, customer and unit relationships, compliance with contracted service requirements, account-specific training, performance monitoring, issue resolution, billing coordination, and customer communications. It also coordinates with kitchen and operational teams to ensure customer specifications are followed and supports customer visits, presentations, and meetings.

Requirements

Bachelor’s degree.
At least 5 years of experience in sales, marketing, customer service, or a related field.
Working knowledge of billing and/or invoicing processes and procedures.
Strong customer service skills, dedication to excellence, a strong work ethic, and attention to detail.
Lean Manufacturing, Six Sigma problem-solving, and analytical skills.
Proficiency with MS Excel, Word, Access, and PowerPoint.
Valid driver’s license.
Ability to obtain an Airport Transport Authority badge.
Ability to obtain a Customs Seal for the Airport Transport Authority badge.
Excellent written and oral communication skills.
Ability to communicate effectively with internal and external customers and people at all organizational levels.
Ability to stand, bend, lift, and move intermittently during shifts of 10 or more hours as needed.
Ability to lift, push, pull, and move products, equipment, and supplies weighing more than 25 pounds.

Nice To Haves

Experience working in the airline industry.
Experience working in the catering or food service industry.
Experience working with SAP.

Responsibilities

Oversee account management and communications with airline head offices, local airline offices, and Gate Gourmet account management.
Ensure compliance with customer and airline service requirements and maintain performance in accordance with contracts.
Build and maintain professional working relationships with customers, unit management, and staff, supporting clear communication at all levels.
Monitor communications between billing functions and customers and recommend remedies for disputes.
Provide account-specific training to unit management and personnel.
Ensure kitchen personnel are trained on customer aircraft types and maintain current loading diagrams, configurations, and other key account data.
Communicate promptly with customers and operations staff to resolve issues and maintain account data.
Monitor unit performance and proactively support high standards for service quality, hygiene, HACCP, billing accuracy, and inventory; perform data trending analysis.
Resolve operational problems and recommend root-cause outcomes.
Serve as the primary point of contact for day-to-day customer operational communications and develop business relationships that support root-cause resolution.
Remain available on call to respond to customer phone calls, emails, and telex inquiries.
Participate in flight deliveries and interface with cabin crew and unit operations.
Work with the assigned Chef to ensure menu specifications and directions are followed.
Ensure equipment and liquor inventories meet customer requirements.
Respond to airline comments or complaints within 48 hours of receipt.
Arrange customer visits, including meal presentations at the Operations unit.
Participate in customer-related conference calls, meetings, and workshops involving marketing, sales, and operations.