Snr. Account Manager

gategroup

Newark (NJ)

On-site

USD 100,000 - 110,000

Full time

8 days ago

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Benefits offered by this job

Paid time off

401k with company match

Company sponsored life insurance

Medical, dental, vision plans

Voluntary short-term/long-term/disabli

Volunteer life, accident, and hospital

Employee Assistance Program

Employee Discounts

Free hot healthy meals for unit roles

Job summary

gategroup is seeking an experienced professional to direct all account communications and operations for airline catering accounts from the Newark unit. You will manage relationships with airline customers, coordinate with the operations team, and ensure service requirements are met.

The role requires a Bachelor's degree and 5+ years in sales, marketing, or customer service, with preferred airline and catering industry experience. On-site at 236 Vanderpool St, Newark, NJ 07114.

Qualifications

Bachelor's degree is required.
Minimum of 5 years of experience in sales, marketing, customer service, or a related field.
Experience with billing and invoicing processes.
Airlines industry experience is preferred.
Experience in catering or food service is preferred.
Experience with SAP is preferred.

Responsibilities

Oversees all aspects of account management and liaison with airline customers and internal units.
Ensures compliance with customer and airline service requirements per contract.
Maintains positive professional relationships with customers and unit management at all levels.
Monitors back-office communications (billing) and advises on dispute resolutions.
Provides account-specific training to unit management and staff.
Ensures inventories and menu data meet customer requirements; coordinates data related to accounts.
Maintains proactive communications to resolve issues and analyzes data for performance trends.
Acts as primary contact for day-to-day operational communications with customers and develops business relationships for root-cause resolution.

Skills

Customer service

Communication

Leadership

Problem solving

Attention to detail

MS Excel

MS Word

PowerPoint

Driver's license

Airport badge

Education

Bachelor's degree

Tools

SAP

Job description

Position Overview

We're looking for motivated, engaged people to help make everyone's journeys better. The position is responsible for directing all communications and operations for all accounts as they directly pertain to meeting customer requirements and needs. This position reports to the General Manager and is the primary liaison between the airline customers and the Gate Gourmet operational unit.

Salary and Location

Target Salary Range: $100,000 - $110,000

On-site Location: 236 Vanderpool St, Newark NJ 07114

Benefits

Paid time off
401k, with company match
Company sponsored life insurance
Medical, dental, vision plans
Voluntary short-term/long-term disability insurance
Voluntary life, accident, and hospital plans
Employee Assistance Program
Employee Discounts
Free hot healthy meals for unit operations roles

Main Duties and Responsibilities

Oversees all aspects of account management, including communication with the airline head office, local office where the operational unit is located, and primary account management within Gate Gourmet.
Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
Responsible for developing and maintaining a positive, professional working relationship with both customer and unit management and staff, establishing a clear line of communication at all levels.
Monitors communications between back office functions (billing department) and the customer and is authorized to make recommendations to remedy any disputes that may arise.
Provides account-specific training to Unit management and personnel.
Ensures that all kitchen personnel is trained on all type of customer aircraft, maintains current loading diagrams and configurations and any other data as it relates to the key accounts.
Maintains prompt and effective communications with customers and operations staff to resolve issues and is responsible for developing and maintaining data as it relates to the account.
Monitors unit performance and takes a proactive position in ensuring that quality service standards, unit hygiene, HACCP, billing accuracy, and inventories is maintained at the highest levels and is responsible for performing data trending analysis.
Problem solves and makes recommendation to the outcome of the root cause at the operations level.
Serves as the primary contact for all day to day operational communications with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.
Acts as the single point of contact with the airline and should be available on call to respond to customer phone calls, e-mails, and telex inquiries.
Is externally/internally visible to customer by participating in flight deliveries and interfacing with cabin crew and operations unit.
Must work with the assigned Chef to ensure proper menu specifications and directions are followed.
Ensures all inventories for equipment and liquor meet customer requirements.
Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received.
Responsible for arranging customer visits including meal presentations at the Operations unit.
Participates in conference calls, meetings, workshops pertaining to the customer, marketing, Sales, operations which pertain to airline issues and content.

Qualifications

Education: Bachelor's degree is required

Work Experience: Minimum of 5 years of experience in sales, marketing, customer service, or a related field

Working knowledge of billing and/or invoicing process and procedures

Experience working in the airlines industry is preferred

Experience working in catering or food service industry is preferred

Experience working with SAP preferred

Technical Skills

Strong customer service skills.
Dedication to excellence and a strong work ethic.
Attention to detail.
Lean Manufacturing, Six Sigma problem solving and analytical skills.
Proficiency with MS Excel, Word Access and Power point.
Valid Driver's License.
Ability to obtain Airport Transport Authority badge required.
Ability to obtain Customs Seal for Airport Transport Authority badge required.

Job Dimensions

Geographic Responsibility: TBD

Type of Employment: Full-time

Travel %: None

Exemption Classification: Exempt

Internal & External Relationships

Internal Relationships: Management, caterers, and other company employees

External Relationships: airline customers and their staff

Work Environment / Requirements

Regularly stands, bends, lifts, and moves intermittently during shifts of 10+ hours as needed. In a normal production kitchen facility there may be physical discomfort due to temperature and noise. Must be able to lift, push, pull and move product, equipment, supplies, etc., in excess of twenty-five (25) pounds.

Compensation and Budget

Budget / Revenue Responsibility: (Local Currency)

Organization Structure

Direct Line Manager (Title): General Manager, Unit

Dotted Line Manager (Title, if applicable): N/A

Number of Direct Reports: Varies by unit size (up to 15)

Number of Dotted Line Reports: N/A

Estimated Total Size of Team: varies by unit size

Competencies

Thinking - Information Search and analysis & problem resolution skills
Engaging - Understanding others, Team Leadership and Developing People
Inspiring - Influencing and building relationships, Motivating and Inspiring, Communicating effectively
Achieving - Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Values

Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone: We treat each other with respect and we act with integrity We communicate and keep each other informed We put our heads together to problem solve and deliver excellence as a team We have passion for our work and we pay attention to the little details We foster an environment of accountability, take responsibility for our actions and learn from our mistakes We do what we say we will do, when we say we are going to do it We care about our coworkers, always taking an opportunity to make someone's day better

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Equal Opportunity Statement

gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.

For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Closing Date

We anticipate that this job will close on: 09/01/2026