Job Description

We're looking for motivated, engaged people to help make everyone's journeys better.
Resume de la description de poste / Summary -
Gestionnaire de compte, service a la clientele YUL / Account Manager, Customer Service YUL
Le titulaire du poste est responsable de la communication et du soutien operationnel des comptes clients en fonction de leurs besoins. Rattache au directeur general, ce poste assure la liaison principale entre les clients des compagnies aeriennes et l'equipe operationnelle de Gate Gourmet. / Position is responsible for communications and operational support for customer accounts as it pertains to customer requirements. This position, which reports to the General Manager and is the primary liaison between the airline customers and the Gate Gourmet operational team.
Fonctions et responsabilites essentielles / Essential Duties and Responsibilities:Superviser tous les aspects de la gestion des comptes, y compris la communication avec le siege social de la compagnie aerienne, le bureau local ou se trouve l'unite operationnelle et la gestion principale des comptes au sein de Gate Gourmet. Garantir le respect de toutes les exigences de service client et de la compagnie aerienne en maintenant les performances envers les clients conformement au contrat. Responsable du developpement et du maintien d'une relation de travail positive et professionnelle avec la direction et le personnel des clients et de l'unite, en etablissant une ligne de communication claire a tous les niveaux. Superviser les communications entre les fonctions back-office (service de facturation) et le client et formuler des recommandations pour resoudre tout litige eventuel. Maintenir une communication rapide et efficace avec les clients et le personnel operationnel afin de resoudre les problemes et etre responsable du developpement et de la maintenance des donnees relatives au compte. Servir de contact principal pour toutes les communications operationnelles quotidiennes avec le client, selon les besoins, et etre en mesure de developper des relations commerciales permettant de resoudre les problemes a la racine. Etre visible aupres des clients, tant a l'interne qu'a l'externe, en participant a certaines livraisons de vols et en interagissant avec le personnel de cabine et l'unite des operations. Collaborer avec le personnel affecte pour garantir le respect des specifications et des directives du menu. S'assurer que tous les stocks d'equipement et de boissons alcoolisees repondent aux exigences des clients. Repondre rapidement aux commentaires et aux plaintes des compagnies aeriennes. Organiser les visites des clients, y compris les presentations de repas a l'unite des operations. Participer aux conferences telephoniques, aux reunions et aux ateliers concernant les clients et les operations. Obtenir l'adhesion des membres de l'equipe a tous les niveaux. Fixer des objectifs raisonnables de satisfaction client et collaborer avec l'equipe pour les atteindre de maniere constante. Etre en mesure d'obtenir une habilitation de securite de Transports Canada sous la forme d'une CIZR. Oversee 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 makes recommendations to remedy any disputes that may arise.*
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.*
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.*
Is externally/internally visible to customer by participating in some flight deliveries and interfacing with cabin crew and operations unit.*
Must work with the assigned staff 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*
Responsible for arranging customer visits including meal presentations at the Operations unit.*
Participates in conference calls, meetings, workshops pertaining to the customer & operations*
Gaining buy-in from multi-level team members*
Setting reasonable customer satisfaction goals and work with the team to meet them on a consistent basis*
Ability to obtain Transport Canada Security Clearance in the form of RAIC.*


Salary/Salaire - $70,000 to $ $80,000 gross annual/brut annual
If you want to be part of a team that helps make travel and culinary memories, join us!