Customer Service Representative

Newrest; Calgary; On-site; CAD 90,000 - 120,000; Full time

Job summary

Newrest is seeking a Customer Success Manager to drive commercial strategy and business development across our Calgary area. You will manage customer accounts, coordinate with executive chefs and departments, and ensure execution documents and SOPs are up to date.

The role emphasizes data input, performance monitoring, and proactive communication with stakeholders. You will liaise with Sales and Commercial Directors to anticipate issues, present Newrest capabilities to potential customers, and

Qualifications

• Experience in commercial strategy and business development to achieve sales and profit objectives.
• Ability to manage customer accounts and act as primary contact for customers through contracts and tenders.
• Strong organizational and planning skills to identify priorities and allocate resources effectively.
• Commitment to providing excellent customer service and ensuring adherence to company SOPs and protocols.
• Experience with contract execution documents, price lists, and performance monitoring.
• Ability to update financial data and support budget preparation with country management.

Responsibilities

• Lead commercial strategy and business development within action area to meet sales targets.
• Manage customer accounts and serve as the point of contact for the customer.
• Prepare and update contract execution documents and SOPs for the customer.
• Input data into the Winrest IT system and train dispatch on data entry and delivery notes.
• Coordinate with executives to ensure recipes and services are correctly reflected in systems.
• Monitor customer communications and feed back to relevant departments.
• Keep price lists updated and inform Finance of changes.
• Consolidate customer performance and report to Commercial Director.

Skills

Customer relationship management

Sales

Contract management

Strategic planning

Team coordination

Communication

Negotiation

Stakeholder management

Tools

Winrest IT system

Air Vision

IFX

Skyspace

Colibri

Job description

Implementation of the Commercial Strategy and Business development in its area of action to achieve sales and profit objectives, following the policies and strategies set-up by Newrest.

Management of Customer account, point of contact of the Customer assigned by the Sales Director when the contract is awarded or during a tender process.

Organization and business planning to identify priorities.

Guarantee the provision of an excellent service to the Customers, applying the procedures and protocols of services designed by Newrest.

Should prepare and keep update all the support documents of execution of a contract:

• Keep the flight program and service forecast per flight and per class updated.
• Prepare meals specifications with pictures, loading ratio charts and similar documents used in the different sections of the catering unit.
• Input all the data in Winrest IT system and train the Dispatch on the way to input daily figures and issue the delivery note.
• Liaise with the Executive Chef in order to get sure that all recipes are input in the system and link to all relevant services provided.
• Issue and distribute the list of specific instructions and relevant SOP’s requested by the Customer and included in the Catering Agreement.
• Summarize the main points of the Catering Agreement and inform accordingly each department. Keep the Customer operational manual always updated with tracking of changes communicated inside the unit in order to keep the relevant traceability on changes and updates.

Monitor the communication with the Customer and inform the different departments of the catering unit of any change or updates.

Monitor the customer complaints and send the feed-back to the Customers.

Keep the price list updated and inform accordingly Finance Department about any change or update.

Consolidate and keep the overview of the Customer performance.

Inform the Commercial Department and Management of the unit and country of any issues, deviances, non-compliance and try to anticipate the problems.

Update the Account PNL in cooperation with the Commercial Director in order to follow-up the profitability of the account, keep all financial data to build the budget with the Country Management Team.

Meet with Stations Managers or Airline local Representatives on a regular basis in order to get the operational feed-back.

Follow-up with the Airline Corporate contact (Performance Manager, Area Manager, etc...) any feed-back on the operations and service perception as well as on the day-to-day operations.

Prepare marketing supports for any existing Customer visit (name of the customer on the welcome board, Newrest activity report booklet, presentation room with flowers, flag of the Airline, etc..., goodies and small gifts.

Prepare a presentation of Newrest for new potential Customer jointly with the Commercial Director.

Prepare food tasting (Chef Table) with Customer Representative as per Customer request.

Get the training on use of Customer specific software (Air Vision, IFX, Skyspace, Colibri to give a few examples) all the specific web platforms used by some Airlines to follow & monitor operations with access to instructions and train some key staff of Dispatch, Finance Department (Invoicing), Production, Equipment Control, etc...

Liaise with Airlines representatives if issues on these web platforms or if issues on data access

(Catering order, last minute orders, equipment push orders, inventories, etc...).

Manage customer complaints efficiently and reactively (investigation of the problem, discussion with the operational staff, corrective actions, reporting, response to the Customer).

Assist the Quality Assurance Department prior to the audits & attend the client quality audits.

Monitor on a random basis some spot checks during the production process to be sure that all specific Customer’s requirements are implemented, understood and get any feed-back in case of problems.

Ensure and centralize an efficient external / internal operational communication between the unit and the clients.

Control & supervise flight reports & corrective responses: provide acknowledge receipt within 24h00 and get sure that relevant feedback is sent to the Customer within 48h00.

Ensure that invoicing process is accurate and that all relevant information regarding price change, adjustments, invoicing details, payments terms are up to date and communicated with anticipation.

Participate in daily operational unit meetings.

Collect all information about all Airport activity, new airline planning to start operating, opening of a new lounge, opportunity of retail business at the airport, all relevant information about new development that the CSR will forward to the Commercial Director.

Liaise with the Sales Director and the Global Account Director for any communication/information regarding any incidences (aircraft delay, serious discrepancy), change of interlocutors, Customer 00projects developed locally, changes planned. That communication with the matrix organization is very important in order to keep the capacity of reaction which makes the reputation of our company and keep a good knowledge of how the business is moving. That will also help our board of Directors to make some relevant strategic decision.

The CSM should have all the key information updated and should be the one to whom any person within Newrest organization will refer for any question regarding the Customer Agreement requirements, modifications and updates, dead-lines, standard formats, SOP’s, contractual terms, etc... and he will be the one who guarantee that all the key members of the structure are aware and have all the relevant information for the good execution of the contract.