Manager, Ops, Customer Service

We’re looking for motivated, engaged people to help make everyone’s journeys better.

Gate Gourmet, a Gate Group company, is the world’s largest independent provider of catering and provisioning services for the airline industry. For the past 70 years, we have served over 250 carriers in more than 30 countries. Gate Gourmet combines culinary expertise with the highest standards of food safety and production to deliver delicious, healthy, and affordable meals to over 270 million travelers around the globe.

Position Summary:

This position is responsible for communications and operational support for customer accounts as it pertains to customer requirements. Reporting to the Senior Manager of Customer Service, it is the primary liaison between the airline customers and the Gate Gourmet operational team.

What we’re looking for: 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:

1. 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.
2. Ensure compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
3. Develop and maintain a positive, professional working relationship with both customer and unit management and staff, establishing a clear line of communication at all levels.
4. Monitor communications between back-office functions (billing department) and the customer and make recommendations to remedy any disputes that may arise.
5. Maintain prompt and effective communications with customers and operations staff to resolve issues and develop and maintain data as it relates to the account.
6. Serve 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.
7. Be externally/internally visible to customer by participating in some flight deliveries and interfacing with cabin crew and operations unit.
8. Work with the assigned staff to ensure proper menu specifications and directions are followed.
9. Ensure all inventories for equipment and liquor meet customer requirements.
10. Respond to airline comments or complaints in a timely manner.
11. Arrange customer visits including meal presentations at the Operations unit.
12. Participate in conference calls, meetings, workshops pertaining to the customer & operations.
13. Gain buy-in from multi-level team members and set reasonable customer satisfaction goals to work with the team to meet them on a consistent basis.
14. Ability to obtain Transport Canada Security Clearance in the form of RAIC.

Why work for Gate Gourmet:

• No waiting period for medical or dental benefits
• RRSP matching
• Subsidized meals
• Free parking
• Free access to an employee assistance program
• Company-wide corporate discounts, Good Life Fitness, TELUS mobility, Bell mobility, Rogers, Dell Computers
• Salary range between $60,000 to $70,000

If you want to be part of a team that helps make travel and culinary memories, join us!