Role Purpose Statement The incumbent acts as a liaison with all department Managers in the Customer Service Center (CSC) and airline(s) regarding performance issues and customer's requests. He/she will be responsible for coordinating and directing menu presentations.
Main Accountabilities Account Management
? Develop and maintain an excellent relationship with the assigned account(s) and act as a liaison between the CSC, the airline and the Key Account Manager
? Ensure accurate billing and provisioning to the airline
? Maintain daily par levels and inventory control in accordance with customer standards
? Ensure equipment inventory is taken in a timely and accurate manner
? Ensure the on time departure of all flights using catering guidelines
? Support the respective departments regarding all airline cycle changes
? Monitor and ensure compliance with customer specifications and equipment, policies and procedures (Food & Drug Administration (FDA), Hazard Analysis and Critical Control Points (HACCP) etc.) in cooperation with the responsible Quality Manager
? Maintain customer specifications and monitor changes
? Ensure that the airlines measurement system is taken into account in each department
? Coordinate and participate in all CSC evaluations by the customer. Distribute evaluation feedback to department Managers and ensure response is provided in a timely manner
? Monitor and ensure CSC compliance with the airlines safety expectations
? Develop, document and maintain flight attendant comment and delay database
? Support the Executive chef in menu presentations as needed. Assist in Chef tables
? Track quality scores
? Ensure par levels of customer inventory and customer specific goods
? Participate in special customer projects
Leadership
? Ensure that the area of responsibility is properly organized, staffed and directed
? Guide, motivate and develop the subordinate employees within the Human Resources Policy
? Participates in coaching the expanded Global Performance System (GPS) process, as well as additional career development activities to enhance the effectiveness and potential of the team
? Make the company's values and management principles live in the department(s)
? Plan / Implement and control the cost budget in the area of responsibility; initiate and steer corrective actions in case of deviations
? Participate and support company sponsored initiatives such as Global Quality Standard (GQS), HACCP, Lean Manufacturing, Employee Safety
Knowledge, Skills and Experience ? Bachelor's degree or equivalent experience required
? In addition, three to five years of experience in related field
? Strong presentation, communication, training and interpersonal skills
? Demonstrable record of understanding and meeting customer expectations
? Proven track record of understanding of the drivers of product and labor cost variances
? Needs good knowledge of Microsoft Office and Windows-based computer applications
