Customer Service Manager (Maternity Leave Replacement)

Newrest; Mississauga; On-site; CAD 55,000 - 75,000; Full time

Job summary

Newrest is seeking a temporary Customer Service Manager at our Mississauga station to oversee customer service and ensure continuity of operations during maternity leave.

You will serve as the main interface between airline customers and internal teams, ensuring clear communication of flight schedules, menus, pricing, and service standards, with a focus on timely issue resolution and strong client relationships.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, Operations Management, or a related field.
• 1–2 years of experience in customer service, operations coordination, airline catering, hospitality, or a similar environment.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational setting.
• Excellent communication and interpersonal skills with a strong customer-oriented mindset.
• Ability to coordinate effectively with different internal departments such as kitchen, quality, operations, and logistics.
• Good analytical skills and attention to detail, particularly in managing operational data, pricing, and documentation.
• Comfortable using Microsoft Office (Excel, Word, PowerPoint) and operational or ERP systems.
• Ability to handle customer requests, follow up on complaints, and ensure timely resolution of issues.
• Fluency in English is required; French is an asset.

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 and monitor 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 sales 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)
• 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 key personnel.
• 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 correct prices.
• You will maintain excellent relationships with stakeholders to build strong and long-term operational and commercial partnerships.
• You will ensure fluid and centralized communication between clients and internal operations.
• You will monitor crew feedback and provide appropriate responses within 24 hours. You will follow up on corrective actions to ensure proper closure.
• You will contribute to business development by building relations with new clients and supporting contract negotiations.
• You will ensure the airline quality dashboard is properly maintained
• Bachelor’s degree in Business Administration, Hospitality Management, Food Service Management, Operations Management, or a related field.

Skills

Customer service

Organization

Communication

Interpersonal skills

Fluency in English

Education

Bachelor's degree in Business Administration / Hospitality Management / related field

Tools

Microsoft Office

ERP systems

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 technical sheets
• Create new items in the system
• Print technical manuals for each department before the launch of a new cycle
• Create and monitor cycle rotation tables by airline
• Create “plating guides” and “menus” documents for each airline and each cycle
• Create boarding bills and/or ratio tables

QDS (Quality Department System)

• Respond to customer complaints and follow up on corrective actions internally
• Log customer complaints into Newrest internal Quality Management System (QMS)

COSTINGS / PRICING / BILLING

• Costing: Calculate meal costs and set sales 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

COMMERCIAL REPRESENTATION

• 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)

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 key personnel. 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 correct prices.

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

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

You will monitor crew feedback and provide appropriate responses within 24 hours. You will follow up on corrective actions to ensure proper closure.

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

You will ensure the airline quality dashboard is properly maintained

Bachelor’s degree in Business Administration, Hospitality Management, Food Service Management, Operations Management, or a related field.

1–2 years of experience in customer service, operations coordination, airline catering, hospitality, or a similar environment.

Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational setting.

Excellent communication and interpersonal skills with a strong customer-oriented mindset.

Ability to coordinate effectively with different internal departments such as kitchen, quality, operations, and logistics.

Good analytical skills and attention to detail, particularly in managing operational data, pricing, and documentation.

Comfortable using Microsoft Office (Excel, Word, PowerPoint) and operational or ERP systems.

Ability to handle customer requests, follow up on complaints, and ensure timely resolution of issues.

Fluency in English is required; French is an asset.