Customer Service Manager, Airport Customer Operations – Catering

Role Overview

The Customer Service Manager will lead and engage the front-line team members to ensure a safe, high-performing operation while delivering an exceptional customer experience. The role requires a fast-paced dynamic environment and a passion for safety, teamwork, leadership, and delivering a quality product to customers, front-line, and vendors.

What You Will Do

The Customer Service Manager will drive operational excellence, promote end-to-end exceptional customer service, and ensure employee and customer safety and well-being. The role involves establishing team and individual goals, coaching and mentoring frontline team members, and ensuring the ongoing safety and reliability of the operation.

Why It Might Be a Fit

The ideal candidate will be a goal-oriented leader who wants to elevate their experience, knowledge, and network within the company. The role requires strong decision-making skills, the ability to work independently and collaboratively, and a passion for safety, teamwork, leadership, and delivering a quality product to customers.

Requirements

• High School diploma or GED equivalency
• 3+ years experience in airline/hotel food and beverage, restaurants, catering, purchasing, warehousing, or Inflight
• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• Ability to actively listen – giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
• Critical thinking ability – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
• Strong decision-making skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational conditions
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to use sound business judgment to resolve issues with internal and external customers
• Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
• Valid driver’s license
• Ability to qualify for (SIDA) badge
• Ability to work extra hours when there are operational needs
• Ability to work rotating shifts including weekends, holidays and days-off
• ServSafe and HAACP certification preferred
• Ability to make independent judgements and decisions while taking ownership of job responsibilities
• Highly developed interpersonal skills demonstrated through experience developing and growing internal, external and cross-functional relationships

Benefits

• Travel Perks
• Health Benefits
• Wellness Programs
• 401(k) Program
• Additional Benefits
• Employee Assistance Program
• Pet insurance
• Discounts on hotels, cars, cruises and more

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