Customer Service Manager

Newrest; Mississauga; On-site; CAD 52,000 - 76,000; Full time

Job summary

Newrest is seeking a temporary Customer Service Manager in Mississauga to cover a maternity leave. You will act as the main interface between airline customers and internal teams, ensuring accurate flight schedules, manuals, menu changes, and clear instructions to key personnel.

You will drive service quality, billing accuracy, and strong stakeholder relationships. Responsibilities include coordinating with department heads, presenting new menus with the kitchen, and monitoring the airline

Responsibilities

• Create missing technical data sheets
• Review and correct existing technical sheets
• Create new items in the system
• Print technical manuals for each department before the launch of a new cycle
• Create cycle rotation tables by airline
• Create “plating guides” and “menus” documents for each airline and each cycle
• Create boarding bills and/or ratio tables
• Respond to customer complaints and follow up on corrective actions internally
• Log customer complaints into Newrest internal Quality Management System (QMS)
• Costing: Calculate meal costs and set sale prices for client offers
• Monitor and update client price lists
• Communicate internally all price updates to be applied in Winflight
• Create flight templates in WF Flights
• Verify prices on the first flights of each cycle
• Respond to customer requests and coordinate actions with department heads; ensure proper implementation
• Receive customers and present new menus in collaboration with the kitchen (presentations)
• Act as the local representative for clients and manage day-to-day relationships at the station
• Welcome clients during visits and tastings to audit service quality (Chef Tables)
• Maintain fluid and centralized communication between clients and internal operations
• Monitor crew feedback and provide appropriate responses within 24 hours
• Follow up on corrective actions to ensure proper closure
• Contribute to business development by building relations with new clients and supporting contract negotiations
• Ensure the airline quality dashboard is properly maintained

Tools

Winflight

QMS

Job description

ABOUT NEWREST:

Specialist in out-of-home catering in 54 countries, and the only player to intervene in all sectors of catering and related services, Newrest is one of the world leaders in multi-sector catering.

Our 36,000 committed and talented employees do what is necessary to offer consumers balanced, diversified and tasty meals while scrupulously respecting hygiene and food safety standards.

https://www.newrest.eu/

This is a temporary position to replace an employee on maternity leave. The successful candidate will assume the responsibilities of the Customer Service Manager for the duration of the leave and ensure the continuity of operations and customer service activities.

Responsibilities:

TECHNICAL DATA SHEETS

• Create missing technical data sheets

• Review and correct existing technicalsheets
• Create new items in the system
• Print technical manuals for eachdepartment before the launch of a new cycle
• Create and monitor cycle rotationtables by airline
• Create “plating guides” and “menus”documents for each airline and each cycle
• Create boarding bills and/or ratiotables

QDS(Quality Department System)

• Respond to customer complaints andfollow up on corrective actions internally
• Log customer complaints into Newrestinternal Quality Management System (QMS)

COSTINGS/ PRICING / BILLING

• Costing: Calculate meal costs and setsales prices for client offers
• Monitor and update client price lists
• Communicate internally all priceupdates to be applied in Winflight
• Create flight templates in WF Flights
• Verify prices on the first flights ofeach cycle

COMMERCIALREPRESENTATION

• Respond to customer requests andcoordinate actions with department heads; ensure proper implementation
• Receive customers and present newmenus in collaboration with the kitchen (presentations)
• Act as the local representative forclients and manage day-to-day relationships at the station
• Welcome clients during visits andtastings to audit service quality (Chef Tables)

As a Customer Service Manager you are the main interface between airline customers and internal teams.

You will ensure that all operational information (flight schedules,manuals, menu changes, and any other instructions) is communicated to all keypersonnel. You will ensure that instructions are clearly understood,implemented, and followed.

You will closely monitor compliance with service delivery standards(flight checks, Chef Tables, etc.).You will ensure accurate billing and that all items are invoiced at the correctprices.

You will maintain excellent relationships with stakeholders to buildstrong and long-term operational and commercial partnerships.

You will ensure fluid and centralized communication between clients andinternal operations.

You will monitor crew feedback and provide appropriate responses within24 hours.You will follow up on corrective actions to ensure proper closure.

You will contribute to business development by building relations withnew clients and supporting contract negotiations.

You will ensure the airline quality dashboard is properly maintained