Customer Service Officer

Gate Gourmet; Brussel; On-site; EUR 32,000 - 45,000; Full time

Benefits offered by this job

13th month

Meal vouchers

Eco cheques

Transportation reimbursement

Pension scheme

Job summary

Gate Gourmet Belgium NV, part of gategroup, is seeking a Customer Service Officer in Brussels. You will manage customer requests with a focus on financial outcomes, drive tenders, liaise with Operations, Quality and Product Engineering, and help set prices aligned with P&L targets.

You will negotiate with clients, review contracts, and lead post-tender startup and ongoing relationship management. You will collaborate across departments to meet deadlines, maintain data in internal systems, and

Qualifications

• Master’s degree level in a relevant field.
• Proficient with Office package, especially Excel, PowerPoint and Word.
• Fluent in English, Dutch and French.
• Knowledge of P&L and tender processes.
• Able to work under strict deadlines with accuracy.
• Client-minded, assertive, good communicator, proactive and organized.

Responsibilities

• Follow and manage customer requests, considering the financial interests of the company.
• Drive the tender process for customers in collaboration with your hierarchy: Respond to calls for tender.
• Collect information from the client and collaborate with internal departments (Operations, Quality and Product Engineering).
• Collaborate to build the P&L and seek approval.
• Establish prices in accordance with the approved P&L.
• Negotiate prices with the client and seek cost alternatives (recipe changes, internal consultations).
• Review contracts commercially and legally.
• Once Tender is won, organize startup and ensure follow-up of the customer.
• Maintain commercial relationships with assigned customers in collaboration with the Key Account Manager.
• Ensure all local contacts with the customer and elevate issues to hierarchy when needed.
• Inform internal departments of changes and organize meetings.
• Ensure proper data management by updating internal software.
• Respond to ad hoc customer requests with internal consultation and involve management for non-standard requests.
• Coordinate and attend all commercial events for customers (audits, meetings, tours, meal presentations, launches).
• Follow up on payment reminders and prepare credit notes.
• Establish and update price lists annually or as needed for each customer.
• Handle customer complaints and contribute to quality improvements.

Skills

Fluent English

Dutch

French

Master's degree level

Education

Master's degree level

Tools

Excel

PowerPoint

Word

Job description

We’re looking for motivated, engaged people to help make everyone’s journeys better. Gate Gourmet Belgium NV is a part of the gategroup, the international leader in airline catering. Worldwide we have about 43.000 colleagues in over 60 countries where we offer our customers culinary excellence. The Brussels offices have been part of the group since end of 2020. However, we have been around since July 2002. Making us a staple at Brussels National airport. Currently we have about 470 people working for us in Belgium. Currently we are looking for a Customer Service Officer (M/F/X)

What are your main duties and responsibilities?

• To follow and take care of the implementation of the customer requests, considering the possibilities and the financial interests of our company.
• Drive the tender process for customers in collaboration with your hierarchy: Respond to calls for tender.
• Collect the needed information from the client and collaborate with the different internal departments (Operations, Quality and Product Engineering).
• Collaborate with the hierarchy to build the P&L and to seek for approval.
• Establish prices (Pricing) in accordance with the approved P&L.
• Negotiate prices with the client, look for alternatives in direct costs: change the recipe, consult internally to vary the selling price per minute of labor or on the price of raw materials (full cost).
• Review of the contract, commercially and legally.
• Once Tender is won, organize the start up and then assure the follow up of the customer.
• Take care of the commercial relationship with the assigned customers: Participate in the analysis of the customer's culture, market positioning, priorities and needs in collaboration with the Key Account Manager.
• Ensure all local contacts with the customer, elevate to your hierarchy in case of major issues.
• Inform internal departments of any changes, organize meetings.
• Ensure proper data management by keeping the internal software up to date, checking the operational implementation and adapt according to changes.
• Respond to ad hoc customer requests, with prior internal consultation (Operations) and involve line management in the event of non-standard requests.
• Coordinate, organize and attend all commercial events for customers (audits, meetings, guided tours, meal presentations, production launches, ...).
• Follow up on payment reminders and prepare credit notes, ...
• Establish and update the price list annually or as needed for each customer.
• Handle customer complaints and participate in Quality improvement, in order to satisfy assigned customers: Receive the complaint directly from the customer.
• define the department involved and the type of complaint.
• Investigate the root cause internally (what, who, when, how and why).
• Participate in the design of a solution, an action plan, a new short/long term.procedure... with the concerned internal departments and in compliance with the legislation and the contract.
• Respond to the customer, complete a report for the customer within 48 hours considering the penalties.
• Implement new internal procedures and follow up (internally).
• Inform your hierarchy of the complaints in progress.
• Anticipate complaints: control warehouse inventories, control compliance with customer specifications in Production, etc.

Who are we looking for?

• You can work on an abstract level and understand the financial processes of the company (Master’s degree level)
• You can work with the Office package, especially Excel, PowerPoint and word.
• You are fluent in English, Dutch & French Knowledge of HACCP and Airline regulations is a plus
• You have a working knowledge of P&L and the tender process.
• You can work under strict deadlines accurately
• You are client minded, assertive, a good communicator, proactive and organised.

What can we offer you?

• A professional environment where quality and safety are of utmost importance.
• International working environment at the airport.
• A competitive salary including 13th month, meal vouchers, eco cheques, transportation reimbursement and pension scheme.

gategroup is the global leader in airline catering, retail-on-board and hospitality products and services. gategroup provides passengers with superior culinary and retail experiences, leveraging innovation and advanced technology solutions. Headquartered in Zurich, Switzerland, gategroup delivers operational excellence through the most extensive catering network in the aviation industry, serving passengers from over 200 operating units in over 60 countries/territories across all continents. We work in an exciting industry – fast‑paced and ever‑changing. Industry trends and customer expectations are constantly evolving and it is critical that we are agile, innovative and ready for change - and our people are our driving force. We offer attractive opportunities to be part of this fast‑paced and truly international working environment. For further information, please visit www.gategroup.com.