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Customer Services Manager

4 weeks ago

Boksburg, 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 10 000 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 re-occurring
- 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 high-end 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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