Customer Services Manager

2 weeks ago


Boksburg, Gauteng, South Africa Newrest Full time



RESPONSIBILITIES:

You will be responsible for:

To develop long-term relationships with customers, connecting with key managers and employees.

You will liaise between customers and cross-functional internal teams to ensure the timely and successful on time delivery of our solutions according to customer contractual requirements.


  • Ensure that a complete unit tour is done daily and check with the teams if everything is on the right track. Do a spot check on a specific area to report to Commercial / Production and Unit Manager, report to General Manager if critical.
  • Ensure that a complete food testing is done weekly on all major airlines first, then minor airlines, for the different classes.
  • 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
  • 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.
  • 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.
  • Ensure that the airline quality tracker must be updated on a weekly basis every Tuesday at 5:00 pm latest with:
  • complaints per airline
- type of complaints
- passenger figures
- complaints per passenger KPI
- delays (figures and mins per delay) / aircraft damage

  • Ensure that a weekly account report is done and sent to the Commercial Manager, Unit Manager, Production and General Manager
  • Ensure that you do a minimum of two ramp visits per month with the airline operations staff
  • Ensure that a random equipment check is done a minimum of twice a month with a complete equipment processing check as follows:
  • dishwash /
- cage (cleaning, equipment in excess)
- trolley count
- bondstore spot check / bar packing spot check

  • Dead Head / loading of the equipment
  • Report to Commercial / Production and Unit Manager, report to the General Manager if critical.
  • Ensure that a spot check is done monthly on specs, ensure that the right version of specs on a airline and a class is being distributed and used
  • Ensure that the menu calendar is updated monthly, before the 10th of each month
  • Ensure that all specs are checked monthly by the 19th latest, for the next month menu change
  • Ensure that a menu change meeting is held by the 20th of the month for the next month's menu change
  • Ensure that a menu check is done on the floor 1 day before that change and 1 day after the change, this is to verify that all employees are aware of and using the new specs
  • Ensure monthly that the correct version of loading plan and packing list on TSU, Equipment packing and bar packing is being used.
  • Ensure that a monthly check is done on the quantities and quality of equipment received from shipment to bondstore
  • Ensure that all inventories schedules are checked monthly regarding airlines requirements and all mains of work to count properly (labour, equipment)
  • Ensure that all inventories have been sent monthly to customers on time according to inventories schedule
  • Ensure that all monthly quality performances must be sent to National QC Manager, Unit Manager, Unit QC Manager and the General Manager by the 10th of the month
  • Ensure that a monthly Quality of Service meeting is organized to make sure that all the management is aware about our quality performances and to avoid the same complaints reoccurring
  • Ensure that you schedule and meet with the station manager of each airline monthly
  • Ensure that you arrange and have an airline head office monthly
  • Ensure that you arrange a lunch, dinner or other activities with different level of positions with all the major airlines monthly
  • Ensure that the customer detail/contact sheet is updated monthly
  • Ensure that a price check is done with every menu change
  • Ensure that the flight schedule is updated quarterly and communicated to all the teams
  • Ensure that you respond to customer complaints with 48 hours of receiving it, and 24 hours of it is critical. Further ensure that it is communicated in a professional manner
  • Ensure that all specs are sent to the customer no later than 1 week after presentation
  • Update QMS on a weekly basis with weekly reporting
  • Coordination of Charter flight setup and communication to all internal stakeholders ;
  • Manage simultaneous projects under tight time frames for isolated invoicing;
  • Identify customer needs proactively, respond to them very quickly, and coordinate internally to ensure highend delivery;
  • This position requires day to day involvement with Operations, Bondstore, Production, Procurement as well as the Finance team
  • Manage the tender process
  • Manag


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