Manager, Customer Account

We’re looking for motivated, engaged people to help make everyone’s journeys better. Reporting to the General Manager for the unit, the Manager, Ops, Customer Service is responsible for supporting the operational unit with meeting customer requirements and needs.

Key Responsibilities:

• Agree on performance expectations with the commercial team and work with GM/Unit staff to deliver against these expectations.
• Approve specialty orders (with GM consent) and be responsible for invoice accuracy and timelines.
• Work closely with the production team to maintain continuous knowledge of current specifications and customer expectations through routine audits.
• Ensure supply chain/purchasing has current up‑to‑date data and supports purchasing requirements.
• Ensure that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities are documented on invoice.
• Communicate customer goals and represent the customer interests to the local GGI team.
• Effectively communicate all offerings to the client with GM approval.
• Report to the GM and/or Account Director, providing regular input on all account activity, including service status and call reports on a weekly basis.
• Provide coordination between customer and GGI on special events such as Menu Presentation (scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.).
• Own the T‑minus schedule to facilitate changes and bring all departments together for success.
• Maintain a professional appearance at all times and treat the customer with dignity and respect.
• Daily reconciliation of delays and communications; communicate daily to the GGI operations team of any spec changes, performance issues, call backs, inspections, etc. from the previous day.
• Drive root cause analysis; provide weekly recaps of delays vs. targets, FAC’s, and update with customer on a weekly basis and local station management.
• Ensure that customer issues are dealt with efficiently, informing the GM and Commercial leader of any problems.
• Weekly inventory status checks.
• Provide regular two‑way communication between the client and local GGI to provide strong team representation and set proper client expectations.
• Ensure customer inventory sheet is current and up‑to‑date par levels; manage inventory process accurately and on time; review results before submission to the customer.
• Communicate to the customer when par levels need to change; provide customer feedback to help reduce costs through inventory management.
• Maintain warehouse space, avoiding obsolete or excessive inventory.
• Ensure Customs requirements, GGI Bonded policy, and local Agriculture compliance agreements are implemented.
• Assist internal department on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCP’s, VSIE process, safety).
• Compare FACs against goals; own CSI and drive the process as outlined in GG policy and procedures.
• Conduct weekly documented billing checks to ensure items billed; review monthly service order to ensure all service items captured and aligned with CXP and Salesforce.
• Manage a customer‑specific set of KPIs, report on performance to the commercial team, and agree performance targets with Commercial VP and GM.
• Conduct annual (or quarterly) customer feedback survey on each aspect of the role – communication, inventory management, quality cost management/invoice accuracy, and customer service orientation (does the customer view this role as representing their interests in the unit).

Qualifications:

• Education:
  
  High School Diploma or GED required;
  Associate’s degree or degree from a 4‑year university or college preferred.
• Experience:
  
  Minimum of 3years of account/project management experience; proven account management skills required.
• Technical
  
  Skills:
  
  Extremely detail oriented; technical and analytical competence (understands software, hardware, networks, etc.); motivated, goal oriented, persistent; high initiative; works well in fast‑paced team environment; handles stressful situations and deadline pressures well; requires minimal direction.
• Knowledge:
  Full knowledge of…