Account Manager

Overview

We’re looking for motivated, engaged people to help make everyone’s journeys better. Reporting to the General Manager for the unit, the Manager, Ops, Customer Service is responsible for supporting the operational unit with meeting customer requirements and needs. This position will act as a liaison between the airline customer and the Gate Gourmet operational unit.

• Agrees on performance expectations with the commercial team and works with GM/Unit staff to deliver against these expectations.

• Approves (with GM consent) specialty orders, uplifts, and is responsible for invoice accuracy and timelines.

• Works closely with the production team to maintain current knowledge of specifications and customer expectations through routine audits.

• Ensures supply chain/purchasing has current up-to-date data and supports purchasing requirements.

• Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities are documented on invoices.

• Communicates the customer goals and represents the customer interests to the local GGI team.

• Maintains a strong understanding of unit capabilities and services, and effectively communicates all offerings to the client with GM approval.

• Reports to the GM and/or Account Director, providing regular input on all account activity, including service status and call reports on a weekly basis.

• Provides coordination between the customer and GGI on special events such as Menu Presentation (scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.).

• Owns the T-minus schedule to facilitate changes and bring all departments together for success.

• Maintains a professional appearance at all times. Treats the customer with dignity and respect.

• Daily reconciliation of delays and communication needs as required.

• Communicates daily to the GG operations team of any spec changes, performance issues, call backs, inspections, etc. Drives root cause analysis.

• Weekly recaps of delays vs. targets, FACs, and updates with the customer on a weekly basis and with local station management. Shared Responsibility (SR).

• Ensures that customer issues are dealt with in an efficient manner, informing the General Manager and Commercial leader of any problems that may arise.

• Weekly inventory status checks. SR.

• Provides regular two-way communication between the client and local GGI to provide strong team representation and set proper client expectations.

• Ensures customer inventory sheet is current and up-to-date with par levels.

• Manages inventory processes accurately and on time. Results reviewed before submission to the customer. Communicate to the customer when par levels need to change. SR.

• Provides customer feedback to help reduce costs through inventory management.

• Maintains warehouse space to avoid obsolete or excessive inventory. SR.

• Ensures that Customs requirements, GGI Bonded policy and local Agriculture compliance are implemented. SR.

• Assists internal departments on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCPs, VSIE process, safety).

• Compares FACs against goals.

• Ownership of CSI and drives the process as outlined in GG policy and procedures.

• Conducts weekly documented billing checks to ensure items billed.

• Reviews monthly service orders to ensure all service items are captured and aligned with CXP and Sales force.

• Manages to a customer-specific set of KPI’s – reports on this performance to the commercial team, agrees targets with Commercial VP and GM (e.g., delays, complaints, audit results).

• Annual (or quarterly) customer feedback survey on each aspect of the role – communication, inventory management, quality cost management/invoice accuracy, and customer service orientation (does the customer view this role as representing their interests in the unit). SR.

Education:

• High School Diploma or GED required

• Associates degree or degree from a 4 year university or college is preferred

Work Experience:

• Proven…