Gate Gourmet Looking for Customer Service Manager at Vancouver, BC Full Time

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.

Essential Duties and 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