Reporting to Operation Manager, Customer Service Officer/Supervisor coordinates services between the kitchen, drivers and controls activities on the dock and on the aircraft. The Customer Service Officer/ Supervisor is responsible for supervising the catering services to the aircraft crew.

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Key Responsibilities

• Ensures quality production standards are maintained for all accounts
• Responsible for obtaining control sheets and making assignments for team drivers to flights daily
• Checks dock area to ensure that employees have required equipment and that trucks leave according to scheduled dock departure
• Checks that all teams are catering correct aircraft and flights
• Works with management staff to improve performance of the unit
• Assists teams with late flights and equipment changes
• Responsible for getting information from airlines on service requirements and updates
• Maintains radio contact with Operations Manager, meal planer and leads during operation
• Conducts regular checks of the kitchen to ensure no equipment was left behind after flights leave the kitchen
• Responsible for safety, quality and compliance with customer specifications and regulatory requirements and company policies and procedures.
• Ensures specifications, airline diagrams, and other standards are accurate according to the airline specifications.
• Works with maintenance staff to ensure preventive maintenance of machinery and fleet according to schedules, reports maintenance and repair issues in timely manner.
• Maintains Company policies and procedures as well as specification books for airline customers
• Responsible for supervising drivers and driver assistants
• Manages work flow balancing – the division of responsibilities amongst employees on each shift including assignment of responsibilities and workstations.
• Determines when and whether to call employees in to cover staffing needs (ex. sick calls, vacation relief, medical leaves, volume changes, etc.)

Education

• Bilingual is preferred (German and English)

Work Experience  

• Minimum 3 years’ experience working as a delivery driver and/or in a customer service capacity required
• Minimum of 2 year supervisory experience working in a high volume, manufacturing, food production, restaurant or catering environment or equivalent experience in the related field is preferred
• Experience working in the airline industry is preferred

Job Skills

• Strong customer service skills
• Ability to supervise and motivate others
• Dedication to excellence and a strong work ethic
• Attention to detail and compliance oriented
• Strong problem solving and analytical skills
• Ability to adjust to operational needs as they arise
• Ability to work under pressure and able to make sound decisions.
• Basic computer skills with working knowledge of Microsoft Office products required.

Communication Skills

• Expresses oneself clearly and effectively when speaking and writing to individuals and groups; listening attentively and insuring communication is understood by all parties involved
• Bi-lingual in German and English a plus

Certificates, Licenses and Registrations:

• A valid driver’s license
• Ability to pass a security verification process
• Clean driving record that does not contain moving violations, accidents
• Ability to obtain Airport Transport Authority badge required
• Ability to obtain Customs Seal for Airport Transport Authority badge required.
• CDL driver’s license is a plus.

Environmental Requirements

• Regularly stands, walks, bends, lifts, and moves intermittently during shifts of 10+ hours
• In a normal production kitchen facility there may be physical discomfort due to temperature and noise
• Ability to lift, push, pull or manoeuvre 50-75 lbs
• Ability to work outdoors 75-80% of the time
• Ability to work at heights of or about 50 feet.
• Ability to work weekends and a flexible schedule as needed.

Demonstrated Competencies to be Successful in the Position

• Thinking – Information search and analysis, problem resolution skills
• Engaging – understanding others, team leadership, developing people
• Inspiring – influencing and building relationships, motivating and inspiring, communicating effectively
• Achieving – delivering business results under pressure, championing performance improvement, customer focus