Customer Account Manager

We’re looking for motivated, engaged people to help make everyone’s journeys better.

$70, 000

• Paid time off
• 401k, with company match
• Company sponsored life insurance
• Medical, dental, vision plans
• Voluntary short-term/long-term disability insurance
• Voluntary life, accident, and hospital plans
• Employee Assistance Program
• Employee Discounts
• Free hot healthy meals for unit operations roles

• Agrees on performance expectations with the commercial team and works with GM/Unit staff to deliver against these expectations

• Approves (w/GM consent) specialty orders, uplifts, and responsible for invoice accuracy and timelines.

• Works closely with the production team in order to maintain a continuous knowledge of current specifications and customer expectations through routine audits.

• Ensures supply chain/purchasing has current up to date data and support purchasing requirements.

• Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities documented on invoice.

• Communicates the customer goals and represents the customer interests to the local GGI team.

• Strong understanding of unit capabilities and services, and effectively communicates all offerings to the client w/GM approval.

• Reports to the GM and or Account Director, providing regular input on all account activity, including service status and call reports on a weekly basis.

• Provides 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.).

• Owner of T-minus schedule to facilitate changes and bringing all departments together for success.

• Maintains a professional appearance at all times . Treats the customer with dignity and respect.

Internal & External Communication

• Daily reconciliation of delays and communications need activities as required.

• Communicates daily to the GG operations team of any spec changes, performance issues, call backs, inspections, etc from previous day. Drives root cause analysis.

• Weekly recaps of delays vs. targets, FAC’s, and Update with customer on weekly basis and local station management.
  SR (Shared Responsibility)

• Ensures that customer issues are dealt with in an efficient manner, informing the General Manager and Commercial leader (PAM. Local Director) of any problems that may arise.

• Weekly inventory status checks.
  SR

• Provides regular two-way communication between the client and local GGI, to provide strong team representation and set proper client expectations.

Inventory Management

• Ensures customer inventory sheet to be current and up to date par levels.

• Manages inventory process taken accurately and on time. Results reviewed before submission to the customer. Communicate to the customer when par levels need to change.
  SR

• Provides customer feedback to help customer reduce costs through inventory management.

• Warehouse space, issue here is to not be a warehouse for obsolete or excessive inventory.
  SR

• Ensures that Customs requirements, GGI Bonded policy and local Agriculture (compliance agreement) are implemented.
  SR

Quality

• Assists internal department on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCP’s, VSIE process, safety).

• Compares FACs against goals.

• Ownership of CSI and drives the process as outlined in GG policy and procedures.

Cost Management

• Conducts weekly documented billing checks to ensure items billed .

• Reviews monthly service order to ensure all service items captured and aligned with CXP and Sales force.

Targets

• Manages to a customer-specific set of KPI’s – reports on this performance to the commercial team, agrees performance targets to these KPI’s (e.g., delays, complaints, audit results) with Commercial VP and GM

• 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)
  SR

• High School…