Customer Account Manager

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. This position will act as a liaison between the airline customer and the Gate Gourmet operational unit.

$65,000 - $70,000 Per Year

• 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
• Commuter benefits
• Employee Discounts
• Free hot healthy meals for unit operations roles

• Agree on performance expectations with the commercial team and work with the GM/Unit staff to deliver against these expectations.
• Approve specialty orders, uplifts, and ensure invoice accuracy and timelines.
• Work closely with production team to maintain continuous knowledge of current specifications and customer expectations through routine audits.
• Ensure supply chain/purchasing has up to date data and support purchasing requirements.
• Ensure all processes and procedures related to specific flights are completed, quality standards are met, and revenue opportunities documented on invoice.
• Communicate customer goals and represent customer interests to the local GGI team.
• Strong understanding of unit capabilities and services and effectively communicate all offerings to the client with GM approval.
• Report to GM and/or Account Director, providing regular input on all account activity including service status and call reports weekly.
• Coordinate between customer and GGI on special events such as menu presentations, scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.
• Owner of T-minus schedule to facilitate changes and bring all departments together for success.
• Maintain professional appearance at all times and treat customers with dignity and respect.
• Daily reconciliation of delays and communications needs activities as required.
• Communicate daily to the GG operations team of any spec changes, performance issues, call backs, inspections, etc., and drive root cause analysis.
• Weekly recaps of delays vs. targets, FAC’s, and update with customer weekly and local station management. Shared Responsibility.
• Ensure that customer issues are dealt with efficiently, informing the General Manager and Commercial leader of any problems that may arise.
• 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 that customer inventory sheet is current and up to date par levels.
• Manage inventory process taken accurately and on time; results reviewed before submission to the customer and communicate to customer when par levels need to change.
• Provide customer feedback to help reduce costs through inventory management.
• Warehouse space, issue here is not to be a warehouse for obsolete or excessive inventory.
• Ensure that Customs requirements, GGI Bonded policy and local Agriculture compliance 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.
• Ownership of 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 customer‑specific set of KPI’s – report on performance to the commercial team, agree performance targets 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.

• High school diploma or GED required.
• Associate’s degree or degree from a 4‑year university or college is preferred.

• Proven account management…