Customer service manager

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.

What We Offer

• Comprehensive Benefits Package: Full-time employees are eligible for 401(k) and healthcare benefits including Medical, Dental & Vision
• Complimentary Daily Meals: Enjoy FREE breakfast, lunch, and dinner during your shift

Our Mission:

To be the word's most admired air and travel provider

Our Core Values:

• We Are Safe
• We Are Future Thinkers
• We Play To Win
• We Respect Everyone and Work As A Team

The Customer Service Manager serves as a crucial liaison between dnata Catering and its airline customers, ensuring seamless communication and exceptional service delivery. This role is responsible for managing customer relationships, addressing concerns, and exceeding customer expectations to foster strong partnerships and drive operational success.

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 managed accordingly.
• Guide, motivate and develop the subordinate employees within the Human Resources Policy
• 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 HACCP, Lean Manufacturing, Employee Safety

Nonessential functions:

Other duties as assigned

Education:

Bachelor's degree or equivalent experience required. In addition, three to five years of experience in related field

Qualifications:

• 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

PHYSICAL DEMANDS

While performing the duties of this position, the employee is regularly required to stand, walk, reach, bend, stoop, kneel, and occasionally lift and/or move up to 30 pounds.

Employees are expected to follow all safety and security procedures, report unsafe conditions, and utilize equipment and materials properly.

WORK ENVIRONMENT

The essential functions of this position are performed in both office and operational environments. The employee may regularly visit production kitchens, warehouse areas, loading docks, airline ramp operations, and airport facilities.

The employee may be exposed to varying temperatures, loud noise levels, operational equipment, and outdoor weather conditions while supporting airline operations.

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. This position is not eligible for employment visa sponsorship. Applicants must be legally authorized to work in the United States at the time of application and throughout their employment without current or future sponsorship from dnata Catering USA.

Notice Regarding Background Checks (State Law Disclosures)

dnata Catering may obtain consumer reports and/or investigative consumer reports about applicants or employees for employment purposes, in accordance with the Fair Credit Reporting Act (15 U.S.C. § 1681 et seq.) and applicable state laws.

California: Pursuant to the California Investigative Consumer Reporting Agencies Act (Cal. Civ. Code § 1786 et seq.), dnata Catering may obtain an investigative consumer report that may include information regarding your character, general reputation, personal characteristics, or mode of living. You have the right to request a copy of any report obtained.

New York: In accordance with Article 23-A of the New York Correction Law and the New York Human Rights Law, background checks will be conducted only as permitted by law, and any employment decision based on criminal history will follow required legal standards and notice requirements.

Massachusetts: Pursuant to the Massachusetts Consumer Reporting Act (M.G.L. c. 93, § 52 et seq.) and the Massachusetts CORI statute (M.G.L. c. 6, § 172), dnata Catering may obtain a consumer report or criminal offender record information for employment purposes, consistent with state law. Applicants may request a copy of any report obtained.

New Jersey: In accordance with the New Jersey Opportunity to Compete Act (N.J.S.A. 34:6B-11 et seq.) and applicable consumer reporting laws, background checks will be conducted only as permitted by law, and applicants will receive required notices and rights regarding any consumer report obtained.

Texas: Background checks may be conducted in accordance with applicable Texas law and the Fair Credit Reporting Act. Applicants will receive required disclosures and authorizations prior to any consumer report being obtained.

Tennessee: Background checks may be conducted in accordance with applicable Tennessee law and the Fair Credit Reporting Act. Applicants will receive required disclosures and authorizations prior to any consumer report being obtained.