Customer Service Representative

ABOUT NEWREST
Specialist in out-of-home catering in 54 countries, and the only player to intervene in all sectors of catering and related services, Newrest is one of the world leaders in multi-sector catering.

Our 36,000 committed and talented employees do what is necessary to offer consumers balanced, diversified and tasty meals while scrupulously respecting hygiene and food safety standards.

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Responsibilities
TECHNICAL DATA SHEETS

Create missing technical data sheets

Review and correct existing technical sheets

Create new items in the system

Print technical manuals for each department before the launch of a new cycle

Create and monitor cycle rotation tables by airline

Create “plating guides” and “menus” documents for each airline and each cycle

Create boarding bills and/or ratio tables

QDS (Quality Department System)

Respond to customer complaints and follow up on corrective actions internally

Log customer complaints into Newrest internal Quality Management System (QMS)

COSTINGS/ PRICING / BILLING

Costing:
Calculate meal costs and set sales prices for client offers

Monitor and update client price lists

Communicate internally all price updates to be applied in Winflight

Create flight templates in WF Flights

Verify prices on the first flights of each cycle

COMMERCIAL REPRESENTATION

Respond to customer requests and coordinate actions with department heads; ensure proper implementation

Receive customers and present new menus in collaboration with the kitchen (presentations)

Act as the local representative for clients and manage day-to-day relationships at the station

Welcome clients during visits and tastings to audit service quality (Chef Tables)

As a Customer Service Representative you are the main interface between airline customers and internal teams.

You will ensure that all operational information (flight schedules, manuals, menu changes, and any other instructions) is communicated to all key personnel. You will ensure that instructions are clearly understood, implemented, and followed.

You will closely monitor compliance with service delivery standards (flight checks, Chef Tables, etc.). You will ensure accurate billing and that all items are invoiced at the correct prices.

You will maintain excellent relationships with stakeholders to build strong and long-term operational and commercial partnerships.

You will ensure fluid and centralized communication between clients and internal operations.

You will monitor crew feedback and provide appropriate responses within 24 hours. You will follow up on corrective actions to ensure proper closure.

You will contribute to business development by building relations with new clients and supporting contract negotiations.

You will ensure the airline quality dashboard is properly maintained.

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