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gategroup · 2 days ago

Customer Account Manager

Greater Chicago Area

Full-time

Onsite

Mid Level

$66K/yr - $70K/yr

3+ years exp

gategroup is a company that specializes in providing services to the airline industry, and they are seeking a Customer Account Manager. This role involves acting as a liaison between the airline customer and the operational unit, ensuring that customer requirements are met and maintaining strong relationships.

Airlines/Aviation

Hiring Manager

Horacio Aguirre

Responsibilities

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

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

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

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

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

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

Qualification

Account ManagementTechnical CompetenceCustomer Relationship ManagementAnalytical SkillsBilingualTeam EnvironmentStress ManagementDetail OrientedGoal OrientedCommunication Skills

Required

High School Diploma or GED required

Proven Account Management skills required in order to create, maintain, and enhance customer relationships

Minimum of 3 years of account/project management experience

Extremely detail oriented

Technical and analytical competence (understands software, hardware, networks, etc.)

Motivated, goal oriented, and persistent

High level of initiative and 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 any customer specific requirements in Service Agreement and delivers as listed below: Delta Airlines : Full knowledge of IFX system; Owner of change notice distribution list; understands the unit performance grading system; ensures the AC Damage reporting process is followed; full knowledge of Delta build tool

United Airlines : Full knowledge of Unimatic (aircraft operation); Full knowledge of IBSOPS (meal board location); Ensures PSS (passenger counts) is used for forecasting; Ensures AirServ/AirVision is used for flight finalization; Ensures Sky Net is used for packaging/general requirements; Full knowledge on the use of Igaps (real flight info)

American Airlines : Understands AA evaluation and evaluation definitions; Full knowledge of AMOS & Sabre systems; Ensures food/equipment inventories in AirVision; Ensures equipment distribution is updated in AirVision; Ensures monthly IUR is documented in AirVision; understands the PMP process

British Airlines : Knowledgeable/Ensures BA IFX tools are used in operation; Maintains chronological telex and bulletin information; Analysis TCS and BBSC sheets for BA performance; Full knowledge of AirServe and train staff on the use; Owner of TP006 accuracy for each scheduled change

Virgin Airlines : Take weekly photos of menu items and submit them to Virgin; Monthly review of TP006 and distribute the flight information; Must have full knowledge of Skylogistix; Must have full working knowledge of AirServ

Excellent written and oral communication skills