Customer Service Manager

Overview

We recruit the best talent and invest in their ongoing development, through training and mentoring. We provide opportunities to work across our national network. dnata catering U.S. is looking for a Customer Service Manager to join our Houston team supporting the George Bush Intercontinental airport.

Key Responsibilities: The Customer Service Manager at dnata catering acts as a vital liaison between the company and its airline customers, ensuring seamless communication and exceptional service delivery. In this role, you will play a crucial part in managing relationships, addressing concerns, and exceeding customer expectations to foster strong partnerships.

dnata is one of the world's largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 127 airports. Offering ground handling, cargo, travel, and flight catering services in 35 countries across six continents, dnata is a trusted partner for over 300 airline customers around the world. Each day, the company handles over 1,900 flights, moves over 8,500 tons of cargo, books over 16,000 hotel stays, and uplifts over 320,000 meals.

You Will

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Follow up with the proper department to ensure all open issues are resolved.

• Ensure that the day-to-day operation is on schedule, using the proper and most updated documentation.

• Liaise with the local customer station team and follow up on all local operational related issues.

• Maintain an on-going proactive relationship with assigned accounts and maintaining a dialog with assigned representatives.

• Ensure equipment inventories are taken and communicated to appropriate personnel on time according to the customer schedules.

• Support the Executive Chef in coordinating menu presentations and any special presentations. Ensure appropriate unit key personnel are invited to attend.

• Support the Production department with all airline cycle changes. This includes holding menu meetings, coordinating purchases with the buyer, and ensuring that cycle changes are transparent.

• Monitor and ensure that loading and billing of the customer is accurate.

• Coordinate and participate in all kitchen evaluations; distribute evaluation feedback to department managers and ensure appropriate response is provided in a timely, detailed manner.

• Communicate daily with department managers regarding operational issues and attend daily operations briefing.

• Document and maintain a daily customer discrepancy log; communicate information to respective department managers; monitor follow-up on action plans to ensure customer satisfaction; follow-up with the customer to communicate actions taken to resolve issues.

• Monitor and ensure compliance with customer safety and equipment policies/procedures.

External Relationships

• receive, respond, and follow up on crew comments and other performance measurement systems implemented by the Airline customers.

Communication and Process

• Excellent communication skills, including conflict management and resolution, with a track record in customer service.

NONESSENTIAL FUNCTIONS:

• Other duties as assigned.

This salary range and is influenced by the level of experience. When calculating the base pay, we take into account various factors such as location, qualifications, training, and experience as part of the overall compensation package.

Posted until: July 25, 2024

You Have

EDUCATION: Minimum of an Associate's Degree required, prefer a Bachelor's Degree with six plus years of progressive customer service experience

QUALIFICATIONS:

• Proficient in Microsoft Office applications, including Excel.

• Proficiency in Microsoft Office.

• Must have driver's license.

• The ability to meet requirements necessary to obtain a Port Authority, Port ID (per TSA regulations and more specifically, 49 CFR §1542.209)

• Must have excellent attention to detail.

• Must be able to multi-task.

• Must have great customer service skills.

• Must be able to read and write in English.

• Schedule flexibility is a must.

• Ability to work in a fast-paced environment.

• Work safely to prevent accidents to self and coworkers.

Intellectual/Social demands:

While performing the essential functions of this job, the employee is continuously asked to multi-task under time limits. Position requires constant attention to precise details and accuracy of specified standards including following simple to complex (more than 3 steps) instructions, and concentration which frequently extends beyond 30 minutes at a time. This position also requires constant attendance and punctuality

• Is consistently at work and on time. Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan. Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Physical demands:

While performing the duties of this job, the employee is regularly required to stand, walk; reach with hands and arms and stoop, kneel, or crouch. The employee must regularly lift and /or move up to 30 pounds. Safety and Security

• Observes safety and security procedures; Reports potentially unsafe conditions; Use equipment and materials properly.

Work environment:

The essential functions of this position are performed indoors. The noise level in the work environment can range from minimal to loud.

dnata's Competencies Required to be Successful in the Job:

There are two aspects to working as effectively as we can: our people and our results. Our eight competencies are designed to help you focus on these aspects:

Delivering:

Does what they say they will. And they balance the needs of our customers' needs with our business's needs.

Drive

Always gets the job done. And still put the needs of our business first.

Open to opportunity:

Adapts when plans change. Is open to new ideas. Makes suggestions that will help shape our culture.

Business thinking:

Understand our business. Uses this understanding in their day-to-day work and plans for the future.

Collaborate:

Look for solutions that work for themselves, their team, and the whole organization.

Engaging others:

Acts in a way that gets others on board - and when things don't go to plan, they deal with conflict in the right way.

Provide direction:

Share plans with others. Tracks how each project is progressing. Gives constructive feedback during, and after, each project.

Developing talent:

Self-aware. Always learning. Always developing. And always helping others to develop, too.

Demonstrated Values to be Successful in the Position:

Employees at dnata are expected to live our Values of Safety and Security, performance-driven, Service Excellence, Delighting Customers, Imagination, and respect. To demonstrate these Values, we expect to observe the following from everyone:

• We put safety and security first in all our actions.

• We will set challenging goals and meet them.

• We deliver to a consistently high quality.

• We take ownership and responsibility of a situation until it is resolved.

• We are not afraid of failure and learn through our mistakes.

• We respect each other regardless of background.

Diversity Matters

We believe that diversity and inclusion are fundamental to creating a strong workplace and community. At dnata, we're proud that our workforce is as diverse as the customers we serve. And we're committed to nurturing your talent with mentoring, volunteer and professional development opportunities. We welcome everyone. Our employee resource groups are one of the many ways we champion diversity and inclusion at dnata.