Senior Airline Customer Account Manager

gategroup•Schiller Park, IL

10d

About The Position

The Senior Airline Customer Account Manager directs communications and operations for assigned airline accounts to meet customer requirements. Reporting to the General Manager, Unit, the role is the primary liaison between airline customers and the Gate Gourmet operational unit. It oversees account management, customer service compliance, communications, account-specific training, operational performance, and resolution of customer issues. The manager also coordinates with the assigned Chef to ensure menu specifications are followed, maintains customer-required equipment and liquor inventories, and arranges customer visits and meal presentations. The role is full-time, exempt, with no travel specified and a stated salary range of $95,000 to $110,000 per year.

Requirements

Bachelor’s degree required.
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, including the ability to communicate with internal and external customers and all organizational levels.
Ability to meet the physical demands of regularly standing, bending, lifting, and moving during shifts of 10 or more hours as needed, and lifting, pushing, pulling, or moving items over 25 pounds.
Ability to work in a production kitchen environment where temperature and noise may cause physical discomfort.

Nice To Haves

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

Responsibilities

Oversee account management, including communications with airline head offices, local offices, and Gate Gourmet account-management contacts.
Ensure that customer and airline service requirements are met and that performance complies with the contract.
Develop and maintain professional working relationships with customer representatives, unit management, and staff, and establish 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 account data.
Communicate promptly with customers and operations staff to resolve issues and maintain account-related data.
Monitor unit performance, promote high standards for service quality, hygiene, HACCP, billing accuracy, and inventory, and perform data-trending analysis.
Analyze operational problems and recommend root-cause solutions.
Serve as the primary contact for day-to-day operational communications with assigned airline customers and build relationships that support root-cause issue resolution.
Remain available on call for customer phone calls, emails, and telex inquiries.
Participate in flight deliveries and interface with cabin crew and operations staff.
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 and 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.
Perform other duties and responsibilities as assigned based on business needs.