Ornament

Customer Service Officer / Supervisor

6. Oktober 2017 In: Jobs

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.

Download the complete job details here.

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
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