Customer service Manager

Newrest -
Dorval, QC

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Job details

Permanent | Full-time
14 days ago

Qualifications

Bilingual
French
Business Management
English
Bachelor's
Business
Negotiation

Full job description

WINFLIGHT & 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)

ROLE SUMMARY – COMMERCIAL MANAGER

As Commercial Manager of the subsidiary, 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.

Bachelor’s degree in Business Administration, Management, or a related field.
Minimum 2 years of experience in commercial or customer services positions
A previous experience on Airlines customer services is appreciated
English and French fluent
Customer focus, empathy, negotiation skills, constancy, work under pressure, results oriented
Client satisfaction will be your priority
Attention to detail
Focussed on compliance at all time
Well organized, rigorous and methodical yet flexible to adapt to local constraints
Commercial awareness
Hands on personality
Excellent computers skills (Office Suite)

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.

https://www.newrest.eu/

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