Customer Account Manager

Customer Service Manager

Responsibilities:&nbsp; <ul><li>Agrees on performance expectations with the commercial team and works with GM/Unit staff to deliver against these expectations&nbsp;</li><li>Approves (w/GM consent) specialty orders, uplifts, and responsible for invoice accuracy and timelines.&nbsp;</li><li>Works closely with the production team in order to maintain a continuous knowledge of current specifications and customer expectations through routine audits.&nbsp;&nbsp;</li><li>Ensures supply chain/purchasing has current up to date data and support purchasing requirements.&nbsp;</li><li>Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities documented on invoice.&nbsp;&nbsp;</li><li>Communicates the customer goals and represents the customer interests to the local GGI team.&nbsp;&nbsp;</li><li>Strong understanding of unit capabilities and services, and effectively communicates all offerings to the client w/GM approval.&nbsp;&nbsp;</li><li>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.&nbsp;&nbsp;</li><li>Provides coordination between customer and GGI on special events such as Menu Presentation (scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.).&nbsp;</li><li>Owner of T-minus schedule to facilitate changes and bringing all departments together for success.&nbsp;</li><li>Maintains a professional appearance at all times. Treats the customer with dignity and respect.&nbsp;</li></ul>&nbsp;Internal &amp; External Communication:&nbsp; <ul><li>Daily reconciliation of delays and communications need activities as required.&nbsp;</li><li>Communicates daily to the GG operations team of any spec changes, performance issues, call backs, inspections, etc from previous day. Drives root cause analysis.&nbsp;&nbsp;</li><li>Weekly recaps of delays vs. targets, FAC’s, and Update with customer on weekly basis and local station management. SR (Shared Responsibility)&nbsp;</li><li>Ensures that customer issues are dealt with in an efficient manner, informing the General Manager and Commercial leader (PAM. Local Director) of any problems that may arise.&nbsp;&nbsp;</li><li>Weekly inventory status checks. SR&nbsp;&nbsp;</li><li>Provides regular two-way communication between the client and local GGI, to provide strong team representation and set proper client expectations.&nbsp;&nbsp;</li></ul>&nbsp;Inventory Management: <ul><li>Ensures customer inventory sheet to be current and up to date par levels.&nbsp;</li><li>Manages inventory process taken accurately and on time. Results reviewed before submission to the customer. Communicate to the customer when par levels need to change. SR&nbsp;</li><li>Provides customer feedback to help customer reduce costs through inventory management.&nbsp;</li><li>Warehouse space, issue here is to not be a warehouse for obsolete or excessive inventory. SR&nbsp;</li><li>Ensures that Customs requirements, GGI Bonded policy and local Agriculture (compliance agreement) are implemented. SR&nbsp;</li></ul>&nbsp;Quality: <ul><li>Assists internal department on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCP’s, VSIE process, safety).&nbsp;&nbsp;</li><li>Compares FACs against goals.&nbsp;&nbsp;</li><li>Ownership of CSI and drives the process as outlined in GG policy and procedures.&nbsp;</li></ul>&nbsp;Cost Management: <ul><li>Conducts weekly documented billing checks to ensure items billed.&nbsp;</li><li>Reviews monthly service order to ensure all service items captured and aligned with CXP and Sales force.&nbsp;</li></ul>&nbsp;Targets: <ul><li>Manages to a customer-specific set of KPI’s – reports on this performance to the commercial team, agrees performance targets to these KPI’s (e.g., delays, complaints, audit results) with Commercial VP and GM&nbsp;</li><li>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&nbsp;</li></ul>&nbsp;Requirements: Education:&nbsp; <ul><li>High School Diploma or GED required&nbsp;&nbsp;</li><li>Associates degree or degree from a 4 year university or college is preferred&nbsp;</li></ul>&nbsp;Work Experience:&nbsp; <ul><li>Proven Account Management skills required in order to create, maintain, and enhance customer relationships&nbsp;&nbsp;</li><li>Minimum of 3 years of account/project management experience.&nbsp;&nbsp;</li></ul>&nbsp;Technical Skills: (Certification, Licenses and Registration)&nbsp; <ul><li>Extremely detail oriented&nbsp;&nbsp;</li><li>Technical and analytical competence (understands software, hardware, networks, etc.)&nbsp;</li><li>Motivated, goal oriented, and persistent&nbsp;&nbsp;</li><li>High level of initiative and works well in a fast paced, team environment&nbsp;</li><li>Handles stressful situations and deadline pressures well&nbsp;&nbsp;</li><li>Plans and carries out responsibilities with minimal direction&nbsp;&nbsp;</li><li>Full knowledge of any customer specific requirements in Service Agreement and delivers as listed below:&nbsp;</li><li>Delta Airlines: Full knowledge of IFX system; Owner of change notice distribution list; understands the unit performance grading system; ensures the AC Damage reporting process is followed; full knowledge of Delta build tool.&nbsp;&nbsp;</li><li>United Airlines: Full knowledge of Unimatic (aircraft operation); Full knowledge of IBSOPS (meal board location); Ensures PSS (passenger counts) is used for forecasting; Ensures AirServ/AirVision is used for flight finalization; Ensures Sky Net is used for packaging/general requirements; Full knowledge on the use of Igaps (real flight info)&nbsp;</li><li>American Airlines: Understands AA evaluation and evaluation definitions; Full knowledge of AMOS &amp; Sabre systems; Ensures food/equipment inventories in AirVision; Ensures equipment distribution is updated in AirVision; Ensures monthly IUR is documented in AirVision; understands the PMP process.&nbsp;&nbsp;</li><li>British Airlines: Knowledgeble/Ensures BA IFX tools are used in operation; Maintains chronological telex and bulletin information; Analysis TCS and BBSC sheets for BA performance; Full knowledge of AirServe and train staff on the use; Owner of TP006 accuracy for each scheduled change&nbsp;</li><li>Virgin Airlines: Take weekly photos of menu items and submit them to Virgin; Monthly review of TP006 and distribute the flight information; Must have full knowledge of Skylogistix; Must have full working knowledge of AirServ.&nbsp;&nbsp;</li></ul>&nbsp;Language / Communication Skills:&nbsp; <ul><li>Excellent written and oral communication skills&nbsp;&nbsp;</li><li>Bilingual is a plus.&nbsp;&nbsp;</li></ul>

Overview: <ul><li>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.&nbsp;</li><li>This position will act as a liaison between the airline customer and the operational unit.</li></ul> Responsibilities:&nbsp; <ul><li>Agrees on performance expectations with the commercial team and works with GM/Unit staff to deliver against these expectations&nbsp;</li><li>Approves (w/GM consent) specialty orders, uplifts, and responsible for invoice accuracy and timelines.&nbsp;</li><li>Works closely with the production team in order to maintain a continuous knowledge of current specifications and customer expectations through routine audits.&nbsp;&nbsp;</li><li>Ensures supply chain/purchasing has current up to date data and support purchasing requirements.&nbsp;</li><li>Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities documented on invoice.&nbsp;&nbsp;</li><li>Communicates the customer goals and represents the customer interests to the local GGI team.&nbsp;&nbsp;</li><li>Strong understanding of unit capabilities and services, and effectively communicates all offerings to the client w/GM approval.&nbsp;&nbsp;</li><li>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.&nbsp;&nbsp;</li><li>Provides coordination between customer and GGI on special events such as Menu Presentation (scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.).&nbsp;</li><li>Owner of T-minus schedule to facilitate changes and bringing all departments together for success.&nbsp;</li><li>Maintains a professional appearance at all times. Treats the customer with dignity and respect.&nbsp;</li></ul>&nbsp;Internal &amp; External Communication: <ul><li>Daily reconciliation of delays and communications need activities as required.&nbsp;</li><li>Communicates daily to the GG operations team of any spec changes, performance issues, call backs, inspections, etc from previous day. Drives root cause analysis.&nbsp;&nbsp;</li><li>Weekly recaps of delays vs. targets, FAC’s, and Update with customer on weekly basis and local station management. SR (Shared Responsibility)&nbsp;</li><li>Ensures that customer issues are dealt with in an efficient manner, informing the General Manager and Commercial leader (PAM. Local Director) of any problems that may arise.&nbsp;&nbsp;</li><li>Weekly inventory status checks. SR&nbsp;&nbsp;</li><li>Provides regular two-way communication between the client and local GGI, to provide strong team representation and set proper client expectations.&nbsp;&nbsp;</li></ul> Inventory Management: <ul><li>Ensures customer inventory sheet to be current and up to date par levels.&nbsp;</li><li>Manages inventory process taken accurately and on time. Results reviewed before submission to the customer. Communicate to the customer when par levels need to change. SR&nbsp;</li><li>Provides customer feedback to help customer reduce costs through inventory management.&nbsp;</li><li>Warehouse space, issue here is to not be a warehouse for obsolete or excessive inventory. SR&nbsp;</li><li>Ensures that Customs requirements, GGI Bonded policy and local Agriculture (compliance agreement) are implemented. SR&nbsp;</li></ul> Quality: <ul><li>Assists internal department on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCP’s, VSIE process, safety).&nbsp;&nbsp;</li><li>Compares FACs against goals.&nbsp;&nbsp;</li><li>Ownership of CSI and drives the process as outlined in GG policy and procedures.&nbsp;</li></ul> Cost Management: <ul><li>Conducts weekly documented billing checks to ensure items billed.&nbsp;</li><li>Reviews monthly service order to ensure all service items captured and aligned with CXP and Sales force.&nbsp;</li></ul> Targets: <ul><li>Manages to a customer-specific set of KPI’s – reports on this performance to the commercial team, agrees performance targets to these KPI’s (e.g., delays, complaints, audit results) with Commercial VP and GM&nbsp;</li><li>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&nbsp;</li></ul>&nbsp;Requirements: Education:&nbsp; <ul><li>High School Diploma or GED required&nbsp;&nbsp;</li><li>Associates degree or degree from a 4 year university or college is preferred&nbsp;</li></ul>&nbsp;Work Experience:&nbsp; <ul><li>Proven Account Management skills required in order to create, maintain, and enhance customer relationships&nbsp;&nbsp;</li><li>Minimum of 3 years of account/project management experience.&nbsp;&nbsp;</li></ul>&nbsp;Technical Skills: (Certification, Licenses and Registration)&nbsp; <ul><li>Extremely detail oriented&nbsp;&nbsp;</li><li>Technical and analytical competence (understands software, hardware, networks, etc.)&nbsp;</li><li>Motivated, goal oriented, and persistent&nbsp;&nbsp;</li><li>High level of initiative and works well in a fast paced, team environment&nbsp;</li><li>Handles stressful situations and deadline pressures well&nbsp;&nbsp;</li><li>Plans and carries out responsibilities with minimal direction&nbsp;&nbsp;</li></ul> Full knowledge of any customer specific requirements in Service Agreement and delivers as listed below:&nbsp; <ul><li>Full knowledge of IFX system; Owner of change notice distribution list; understands the unit performance grading system; ensures the AC Damage reporting process is followed; full knowledge of Delta build tool.&nbsp;&nbsp;</li></ul> <ul><li>Full knowledge of Unimatic (aircraft operation); Full knowledge of IBSOPS (meal board location); Ensures PSS (passenger counts) is used for forecasting;</li><li>Ensures AirServ/AirVision is used for flight finalization; Ensures Sky Net is used for packaging/general requirements; Full knowledge on the use of Igaps (real flight info)&nbsp;</li></ul> <ul><li>Understands AA evaluation and evaluation definitions; Full knowledge of AMOS &amp; Sabre systems; Ensures food/equipment inventories in AirVision; Ensures equipment distribution is updated in AirVision; Ensures monthly IUR is documented in AirVision; understands the PMP process.&nbsp;&nbsp;</li></ul> <ul><li>Knowledgeable/Ensures BA IFX tools are used in operation; Maintains chronological telex and bulletin information; Analysis TCS and BBSC sheets for BA performance;</li><li>Full knowledge of AirServe and train staff on the use; Owner of TP006 accuracy for each scheduled change&nbsp;</li></ul> <ul><li>Take weekly photos of menu items and submit them to ; Monthly review of TP006 and distribute the flight information; Must have full knowledge of Skylogistix; Must have full working knowledge of AirServ.&nbsp;&nbsp;</li></ul>&nbsp;Language / Communication Skills:&nbsp; <ul><li>Excellent written and oral communication skills&nbsp;&nbsp;</li><li>Bilingual is a plus.&nbsp;&nbsp;</li></ul>

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Customer Account Manager

Customer Service Manager

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Customer Account Manager

Customer Service Manager

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WhiteCrow is on a mission to connect companies with the best talent across the globe.