Customer Services Manager Boksburg

Newrest Inflight South Africa; Gauteng; On-site; ZAR 250 000 - 450 000; Full time

Job summary

An established industry player in the FMCG and Supply Management sector is seeking a dedicated individual to oversee operations for airline accounts. This role involves ensuring quality standards, managing customer relations, and coordinating various projects under tight deadlines. The ideal candidate will possess strong management and organizational skills, with a focus on customer service and the ability to work under pressure. Join a dynamic team that values innovation and excellence in service delivery, and contribute to the success of a leading provider in the food and beverage industry.

Qualifications

• Grade 12 and a B-Degree/Diploma in Customer Service Management required.
• Must be fully competent in Microsoft Office and have a driver's license.

Responsibilities

• Conduct daily unit tours and ensure quality checks for allocated airlines.
• Manage invoicing audits and coordinate charter flight setups.

Skills

Communication

Management

Planning & Organisation

Leadership

Key Account Management

Time Management

Education

Grade 12

B-Degree / Diploma in Customer Service Management

Qualifications in Marketing

Tools

Microsoft Office

Job description

Duties & Responsibilities

1. Ensure that a complete unit tour is done daily and check that all is in order for your allocated airlines.
2. Ensure that a complete food tasting / Chef's Table is done weekly on all major airline accounts for the different classes.
3. Ensure that a complete processing of flight check is done on all production steps: dishwash / equipment storage and packing / bondstore / bar packing / plating / tray set up / supervisor's flight check / loading to the unit / aircraft loading / invoicing - once a week as a minimum on major airlines first.
4. Ensure that during the daily unit tour you investigate any shortages on the complete supply chain (equipment / raw material / bar items) to report to Commercial / Production and Unit Manager, report to the General Manager if critical.
5. Ensure that a complete invoicing audit is conducted on a flight per Airline from the flight check on the floor to the final invoice weekly.
6. Ensure that the airline quality tracker is updated weekly.
7. Ensure that a random equipment check is done regularly.
8. Ensure that a spot check is done monthly on specs, ensure that the right version of specs is being used.
9. Ensure that a menu change meeting is held by the 20th of the month for the next month's menu change.
10. Ensure that you schedule and meet with the station manager of each airline monthly.
11. Ensure that the customer detail / contact sheet is updated regularly.
12. Ensure that a price check is done with every menu change.
13. Ensure that you respond to customer complaints within 48 hours of receiving them, and within 24 hours if it is critical.
14. Further ensure that it is communicated in a professional manner.
15. Ensure that all specs are sent to the customer no later than 1 week after presentation.
16. Update QMS on a weekly basis with weekly reporting.
17. Coordination of Charter flight setup and communication to all internal stakeholders.
18. Manage simultaneous projects under tight time frames for isolated invoicing.

Desired Experience & Qualification

1. Qualifications: Grade 12
2. B-Degree / Diploma in Customer Service Management
3. Qualifications in Marketing will be an advantage
4. Must be fully competent in Microsoft Office
5. Driver's Licence and own vehicle (Compulsory)
6. Must be able to work weekends and Public Holidays when required.

Experience & Skills

1. Communication
2. Management
3. Planning & Organisation
4. Leadership
5. Key Account Management
6. Ability to attain targets
7. Retain and grow client base
8. Ability to gain new clients
9. Time Management

Package & Remuneration

Market Related CTC

Industry: FMCG & Supply Management, Food & Beverages