Senior Airline Customer Account Manager

We’re looking for motivated, engaged people to help make everyone’s journeys better. The position is responsible for directing all communications and operations for all accounts as they directly pertain to meeting customer requirements and needs. This position reports to the General Manager and is the primary liaison between the airline customers and the Gate Gourmet operational unit. Annual Salary Range:   $95,000 to $110.000.00 /Per Year  Benefits, US   Paid time off   401k, with company match   Company sponsored life insurance   Medical, dental, vision plans   Voluntary short-term/long-term disability insurance   Voluntary life, accident, and hospital plans   Employee Assistance Program   Employee Discounts   Free hot healthy meals for unit operations roles   Main Duties and Responsibilities:   Oversees 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 is authorized to make recommendations to remedy any disputes that may arise.   Provides account-specific training to Unit management and personnel.  Ensures that all kitchen personnel is trained on all type of customer aircraft, maintains current loading diagrams and configurations and any other data as it relates to the key accounts.  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.  Monitors unit performance and takes a proactive position in ensuring that quality service standards, unit hygiene, HACCP, billing accuracy, and inventories is maintained at the highest levels and is responsible for performing data trending analysis.  Problem solves and makes recommendation to the outcome of the root cause at the operations level.  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.   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.   Is externally/internally visible to customer by participating in flight deliveries and interfacing with cabin crew and operations unit.    Must work with the assigned Chef 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 with a 48 hour period from the time the comment/complaint was received.   Responsible for arranging customer visits including meal presentations at the Operations unit.   Participates in conference calls, meetings, workshops pertaining to the customer, marketing, Sales, operations which pertain to airline issues and content.   Other Duties: Performs other duties and responsibilities as assigned based on business needs. Qualifications   Education:   Bachelor’s degree is required   Work Experience:   Minimum of 5 years of experience in sales, marketing, customer service, or a related field  Working knowledge of billing and/or invoicing process and procedures   Experience working in the airlines industry is preferred  Experience working in catering or food service industry is preferred   Experience working with SAP preferred   Technical Skills: (Certification, Licenses and Registration)  Strong customer service skills.   Dedication to excellence and a strong work ethic.   Attention to detail.   Lean Manufacturing, Six Sigma problem solving and analytical skills.   Proficiency with MS Excel, Word Access and Power point.   Valid Driver’s License.   Ability to obtain Airport Transport Authority badge required.   Ability to obtain Customs Seal for Airport Transport Authority badge required.   Language / Communication Skills:   Excellent written and oral communication skills.   Ability to communicate well with internal and external customers and all levels within organizations  Job Dimensions   Geographic Responsibility: TBD   Type of Employment: Full-time  Travel %: None  Exemption Classification: Exempt  Internal Relationships: Management, caterers, and other company employees  External Relationships: airline customers and their staff  Work Environment / Requirements of the Job:     Regularly stands, bends, lifts, and moves intermittently during shifts of 10+ hours as needed.   In a normal production kitchen facility there may be physical discomfort due to temperature and noise.   Must be able to lift, push, pull and move product, equipment, supplies, etc., in excess of twenty-five (25) pounds.   Budget / Revenue Responsibility: (Local Currency)  Organization Structure   Direct Line Manager (Title): General Manager, Unit     Dotted Line Manager (Title, if applicable):   N/A  Number of Direct Reports: Varies by unit size (up to 15)   Number of Dotted Line Reports: N/A  Estimated Total Size of Team: varies by unit size   gategroup Competencies Required to be Successful in the Job:   Thinking – Information Search and analysis & problem resolution skills  Engaging – Understanding others, Team Leadership and Developing People  Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively  Achieving – Delivering business results under pres