Sales Customer Service

Main Purpose of the Role:

Ensure customer satisfaction for airline clients by coordinating, monitoring and optimizing airline catering services, from order intake to post-flight follow-up, in strict compliance with quality standards, food safety regulations and aviation operational constraints.

• Act as the main point of contact for airline customers (scheduled flights, charter, VIP).
• Act as the interface between airline customers and internal teams.
• Provide centralized and fluid external and internal operational communication between the unit and clients.
• Understand customer needs and provide personalized follow-up.
• Provide excellent relationships with stakeholders to retain customers and create a unique operational and commercial partnership.
• Handle requests, complaints and emergency situations with responsiveness and professionalism.
• Monitor and control crew comments and feedback, ensuring an appropriate response within 24 hours.
• Participate in customer meetings and performance reviews.

• Receive, verify and confirm catering orders (meals, beverages, cabin equipment).
• Ensure all operational information (flight schedules, manuals, menu changes, special instructions, etc.) is clearly communicated, understood, completed and applied by all key stakeholders within the unit.
• Coordinate with production, logistics, quality control and airside transport teams.
• Intensively control compliance with agreed services during preparation and delivery (flight checks, chef tables, special services).
• Ensure compliance with delivery times, quantities and customer specifications.
• Manage last-minute changes (aircraft change, schedule adjustments, passenger numbers).

• Ensure compliance with HACCP, ISO standards and airline-specific requirements.
• Monitor the conformity of delivered services.
• Ensure proper execution and follow-up of corrective actions.
• Participate in internal and customer audits.
• Report non-conformities and track corrective actions.
• Ensure the airline quality dashboard is properly maintained and updated.

• Update order management and billing systems.
• Ensure accurate billing: verify that all items are charged correctly and at the agreed prices.
• Monitor performance indicators (OTIF, complaints, customer satisfaction).
• Prepare reports and dashboards.