Manager, Sales & Service Jobs

This position is responsible for overseeing all aspects of account management and Sales & Service functions, including communication with the airline head office and local airport office where the operational unit is located.

• Serves as the primary contact for all day to day operational communications working with each designated kitchen Account Manager as well as Account Services Group; communicates with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.
• Prepares for and delivers regular reviews/reports with the internal and external customers about the activities and results of the project team.
• Monitors communications between the Account Services Group including pricing, billing and menu design specification, and Corporate Culinary departments and the customer.
• Arranges customer visits including meal presentations at the Operations unit. Assists Global Account Director with customer meal presentation and RFP kick-offs calls and strategy sessions.
• Liaises with the gategroup colleagues on all significant account issues
• Responds to customer requests
• Works with gategroup colleagues to identify and implement best practices.
• Ensures processes and procedures are in place to fulfill all gategroup performance and delivery obligations.
• Participates in weekly conference calls with the Global Account Director to discuss sales issues.
• Ensures proper communication and training in such processes and procedures for the project or delivery teams.
• Monitors unit performance and takes a proactive position in monitoring customer quality service standards, facility health and sanitations standards, billing accuracy, and product inventories are maintained at the highest level by the operating unit. Conducts hygiene & performance follow up reviews with kitchen management & staff, while ensuring prompt turnaround response to the customers.
• Champions improvement initiatives on behalf of the project team
• Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received.
• Develops excellent business relationships with all customer contacts and identify opportunities to grow gategroup business
• Acts as the single point of contact with the airline and should be available on call to respond to customer phone calls, e-mails, and telex inquiries.
• Works with the designated kitchen Account Manager to ensure all inventories for equipment and liquor meet customer requirements and are reported in the airline systems on time and accurately each month.
• Works with the assigned Corporate and kitchen Chefs to ensure proper menu specifications and directions are followed.
• Develops along with Operations, standard processes to ensure customer deliverables requirements are met
• Responsible for developing and maintaining a good, professional working relationship with both the customer kitchen Management & staff, and Corporate headquarter team members, establishing a clear line of communication at all levels.
• Liaises with unit Account Manager to provide account-specific training to Unit personnel as required. Ensures that all kitchen personnel are trained on all type of customer aircraft and have current loading diagrams and configurations.
• Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
• Serves as the “voice of the customer” within the project team and gategroup
• Maintains prompt and effective communications with customers and operations staff to resolve issues.

• Bachelor’s Degree or 4 years of equivalent work experience in Sales & Service.

• A background in revenue management and/or pricing is preferred but not mandatory.
• Experience working with international clients is advantageous to the position.
• Previous project management experience preferred
• Minimum 5 years of experience in Sales, airline and/or airline catering required
• Experience in a food related industry is preferred with exposure to multi-ethnic cuisines.

• None

• Strong organization and/or project management skills
• Sales and/or customer service experience
• Large scale catering operations or logistics, airline catering experience preferred
• Able to work effectively in a team environment.
• Able to shift roles and responsibilities as business needs change.
• Able to find innovative ways to solve problems
• Account management

• Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing with senior executives. Fluency in a foreign language is beneficial to the position, however not mandatory.

• Domestic and International customer experience in an operational setting
• Combination of office and field (kitchen/CPU/supplier) work
• Extended work hours
• High degree of confidentiality
• Working knowledge of kitchen operations

• Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus
• Engaging – Understanding others, Team Leadership and Developing People
• Thinking – Information Search and analysis & problem resolution skills
• Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively

• We put our heads together to problem solve and deliver excellence as a team
• We do what we say we will do, when we say we are going to do it
• We foster an environment of accountability, take responsibility for our actions and learn from our mistakes
• We care about our coworkers, always taking an opportunity to make someone’s day better
• We communicate and keep each other informed
• We treat each other with respect and we act with integrity
• We have passion for our work and we pay attention to the little details