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.

$80,000 - $90,000

• 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

• Agree on performance expectations with the commercial team and work with GM/Unit staff to deliver against these expectations.
• Approve (with GM consent) specialty orders and uplifts, ensuring invoice accuracy and timelines.
• Work closely with the production team to maintain continuous knowledge of current specifications and customer expectations through routine audits.
• Support supply chain/purchasing with current data and purchasing requirements.
• Ensure all processes and procedures related to specific flights are completed, quality standards met, and additional revenue opportunities documented on invoice.
• Communicate customer goals and represent customer interests to the local GGI team.
• Effectively communicate unit capabilities and services 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 weekly.
• Coordinate between customer and GGI on special events such as Menu Presentation.
• 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.
• Perform daily reconciliation of delays and communications activities as required.
• Communicate daily to the GG operations team about spec changes, performance issues, call backs, inspections, and drive root cause analysis.
• Provide weekly recaps of delays vs. targets, FACs, and update customer and local station management.
• Ensure customer issues are dealt with efficiently, informing the General Manager and Commercial leader of any problems that may arise.
• Perform weekly inventory status checks.
• Provide regular two-way communication between the client and local GGI, setting proper client expectations.
• Ensure customer inventory sheet is current and up to date par levels.
• Manage inventory process accurately and on time; communicate to the customer when par levels need to change.
• Provide customer feedback to help reduce costs through inventory management.
• Prevent warehouse from becoming a warehouse for obsolete or excessive inventory.
• Ensure that Customs requirements, GGI Bonded policy and local Agriculture compliance agreement are implemented.
• Assist internal department on quality/compliance through weekly specification checks and audits.
• Compare FACs against goals.
• Own the CSI process as outlined in GG policy and procedures.
• Conduct weekly documented billing checks to ensure items are billed.
• Review monthly service orders to ensure all service items captured and aligned with CXP and Sales force.
• Manage a customer-specific set of KPI’s; report on performance to the commercial team.
• Conduct annual or quarterly customer feedback survey on communication, inventory management, quality, cost management, invoice accuracy, and customer service orientation.

• Education:
  
  High School Diploma or GED required;
  Associates degree or degree from a 4-year university or college preferred.
• Work Experience:
  
  Proven Account Management skills; minimum 3 years of account/project management experience.
• Technical
  
  Skills:
  
  Extremely detail oriented; technical and analytical competence; motivated, goal oriented, and persistent; high level of initiative; works well in a fast paced, team environment.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• Full knowledge of customer specific…