Customer Service Manager

Published on 29/01/2021

Newrest ATL has an exciting opportunity for an experienced Customer Service Manager.  This individual is responsible for overseeing a small team of Customer Service Representatives and will have full operational, fiscal, and human resource responsibility for the entire Customer Service department.  This individual sets the tone for the culture of the department and ensures that team members accomplish the work and treats them equitably and respectfully.  This individual provides the vision and motivation for the department to improve recruitment and retention efforts.  This individual consistently evaluates ways to improve the operational flow and maintains the quality and safety standards defined by Newrest.

ESSENTIAL FUNCTIONS

Supervisory and Management

This position oversees the Customer Service department.  This individual manages and supervises the work of all employees within the department, provides vision and clear expectation to all team members, handles succession planning for all employees as well as holding team members accountable.  

Operations

Operational responsibilities are defined as follows: take ownership of the department; ensure that the needs of the client are met through proper interaction with customer service representatives and by serving as liaison between the client and the operations team.  This individual communicates to the team any changes in scope of work or concerns or compliments from the client.  This individual will ensure that the client is content with the services provided by Newrest.  Much of this is accomplished through the team.

Safety and Quality

In the area of quality and safety this individual will ensure that all processes conform to the customer and Newrest specifications, always comply with good hygiene and manufacturing practices (e.g., hazard analysis and critical control points [HACCP], FIFO), carry out cleaning, washing, and sanitation of premises in accordance with cleaning plan, investigate and complete incidents/accidents documentation as well as enforcement of safety processes and legal requirements for all processes.

Human Resources

This position also holds the following HR-related responsibilities: interview and determine the individuals to join your department, approve time off requests and other leaves of absences, perform performance reviews for all department team members, approve all timecards and resolve timecard discrepancies, mentor and coach team members and provide corrective actions as required regular and timely attendance.

EDUCATION/EXPERIENCE AND QUALIFICATION REQUIREMENTS

The ideal candidate needs to possess the following:

  • High School Diploma required
  • Bachelors in Operations, Management, Business Management, or related field, strongly preferred
  • 3-5 years of experience in airline, hospitality, manufacturing or food industry
  • 1-3 years of experience managing others
  • Strong preference given to someone with experience in start-up or turnaround environments
  • Excellent communication skills with ability to anticipate customer needs and address them
  • Strong leadership skills, especially with holding others accountable and creating/maintaining an organized and engaged team
  • Ability to work well under pressure and tight deadline
  • Good understanding of supply chain and warehouse
  • Detail-orientated with the ability to see the big picture

BENEFITS

We offer competitive compensation and the defined benefits package below:

  • 100% employer-paid medical, dental, and vision insurance premium
  • 100% employer-paid for basic life insurance
  • PTO
  • Paid company holidays
  • 401(k) match
  • Paid parental leave
  • Free company lunch daily

PHYSICAL ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

While performing the duties of this job, the employee is regularly required to sit, walk, talk and/or hear. The employee is frequently required to use hands to handle or feel. The employee must also occasionally lift and/or move up to 50 pounds.  The temperature of the environment may fluctuate drastically from very cold to very warm temperatures.  The noise level may range from moderate to very loud.

ABOUT THE COMPANY

With origins in Group Catair in 1996 and founded by its Co-CEO’s Olivier Sadran and Jonathan Stent-Torriani, Newrest is the only major catering company active in all catering and related hospitality segments including airline catering, buy-on-board, duty-free on board, contract catering, remote site and support services, rail catering, airport and motorway retail.

With revenues under management of almost 1.9 Billion Euros in 2017-18 and 32,000 employees world-wide in 49 countries, Newrest is also the first largest ‘independent’ airline caterer world-wide.

Newrest is committed to constant improvement and innovation for its clients, the well-being and progress of its employees and managers, a sustainable and durable development of the company, and total respect of social and environmental values in all of its activities.

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