Customer Services Manager - Boksburg, South Africa - Newrest

Newrest

Verified Company

Boksburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

RESPONSIBILITIES:

You will be responsible for:
To develop long-term relationships with customers, connecting with key managers and employees.

You will liaise between customers and cross-functional internal teams to ensure the timely and successful on time delivery of our solutions according to customer contractual requirements.

Ensure that a complete unit tour is done daily and check with the teams if everything is on the right track. Do a spot check on a specific area to report to Commercial / Production and Unit Manager, report to General Manager if critical.
Ensure that a complete food testing is done weekly on all major airlines first, then minor airlines, for the different classes.
Ensure that a complete processing of flight check is done on all production steps dishwash / equipment storage and packing / bondstore / bar packing / plating / tray set up / supervisor's flight check / loading to the unit / aircraft loading / invoicing once a week as a minimum on major airlines first
Ensure that during the daily unit tour you investigate any shortages on the complete supply chain (equipment / raw material / bar items) to report to Commercial / Production and Unit Manager, report to the General Manager if critical.
Ensure that a complete invoicing audit is conducted on a flight per Airline from the flight check on the floor to the final invoice weekly.
Ensure that the airline quality tracker must be updated on a weekly basis every Tuesday at 5:00 pm latest with:
complaints per airline

- type of complaints
- passenger figures
- complaints per passenger KPI
- delays (figures and mins per delay) / aircraft damage

Ensure that a weekly account report is done and sent to the Commercial Manager, Unit Manager, Production and General Manager
Ensure that you do a minimum of two ramp visits per month with the airline operations staff
Ensure that a random equipment check is done a minimum of twice a month with a complete equipment processing check as follows:
dishwash /

- cage (cleaning, equipment in excess)
- trolley count
- bondstore spot check / bar packing spot check

Dead Head / loading of the equipment
Report to Commercial / Production and Unit Manager, report to the General Manager if critical.
Ensure that a spot check is done monthly on specs, ensure that the right version of specs on a airline and a class is being distributed and used
Ensure that the menu calendar is updated monthly, before the 10th of each month
Ensure that all specs are checked monthly by the 19th latest, for the next month menu change
Ensure that a menu change meeting is held by the 20th of the month for the next month's menu change
Ensure that a menu check is done on the floor 1 day before that change and 1 day after the change, this is to verify that all employees are aware of and using the new specs
Ensure monthly that the correct version of loading plan and packing list on TSU, Equipment packing and bar packing is being used.
Ensure that a monthly check is done on the quantities and quality of equipment received from shipment to bondstore
Ensure that all inventories schedules are checked monthly regarding airlines requirements and all mains of work to count properly (labour, equipment)
Ensure that all inventories have been sent monthly to customers on time according to inventories schedule
Ensure that all monthly quality performances must be sent to National QC Manager, Unit Manager, Unit QC Manager and the General Manager by the 10th of the month
Ensure that a monthly Quality of Service meeting is organized to make sure that all the management is aware about our quality performances and to avoid the same complaints reoccurring
Ensure that you schedule and meet with the station manager of each airline monthly
Ensure that you arrange and have an airline head office monthly
Ensure that you arrange a lunch, dinner or other activities with different level of positions with all the major airlines monthly
Ensure that the customer detail/contact sheet is updated monthly
Ensure that a price check is done with every menu change
Ensure that the flight schedule is updated quarterly and communicated to all the teams
Ensure that you respond to customer complaints with 48 hours of receiving it, and 24 hours of it is critical. Further ensure that it is communicated in a professional manner
Ensure that all specs are sent to the customer no later than 1 week after presentation
Update QMS on a weekly basis with weekly reporting
Coordination of Charter flight setup and communication to all internal stakeholders ;
Manage simultaneous projects under tight time frames for isolated invoicing;
Identify customer needs proactively, respond to them very quickly, and coordinate internally to ensure highend delivery;
This position requires day to day involvement with Operations, Bondstore, Production, Procurement as well as the Finance team
Manage the tender process
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