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Customer Account Manager

3 months ago

Kahului, Hawaii, United States gategroup Full time
Manager, Ops, Customer Service at Gategroup

Gategroup is searching for enthusiastic individuals to enhance the travel experience for everyone.



Annual Salary Range/Hourly Rate:
  • $63K per year

Benefits:
- Paid time off
- 401k with company match
- Company sponsored life insurance
- Medical, dental, vision plans
- Voluntary short-term/long-term disability insurance
- Voluntary life, accident, and hospital plans
- Employee Assistance Program
- Commuter benefits
- Employee Discounts
- Free hot healthy meals for unit operations roles

Main Responsibilities:
- Defines performance objectives with the commercial team and collaborates with GM/Unit staff to meet these goals
- Approves specialty orders, uplifts, and ensures invoice accuracy and timeliness with GM consent
- Collaborates with production team to stay updated on current specifications and customer expectations through regular audits
- Ensures up-to-date data for supply chain/purchasing and supports purchasing needs
- Oversees completion of processes and procedures for specific flights, meeting quality standards, and identifying additional revenue opportunities documented on the invoice
- Represents customer goals and interests to the local GGI team
- Demonstrates thorough understanding of unit services and effectively presents all offerings to the client with GM approval
- Reports to the GM and/or Account Director, providing consistent updates on all account activities, service status, and weekly call reports
- Coordinates between customer and GGI for special events such as Menu Presentation
- Manages T-minus schedule to facilitate changes and align departments for success
- Maintains a professional demeanor at all times and treats customers with respect
- Communicates daily to the GG operations team regarding any spec changes, performance issues, call backs, inspections, etc.
- Ensures customer needs are addressed promptly and informs GM and Commercial leader of any arising problems
- Manages inventory process accurately and on time, with results reviewed before submission to the customer
- Provides customer feedback to assist in cost reduction through effective inventory management
- Ensures compliance with Customs requirements, GGI Bonded policy, and local Agriculture agreements
- Assists internal department with quality/compliance through regular specification checks and audits
- Conducts billing checks to ensure accurate invoicing and reviews service orders monthly to align with CXP and Sales force
- Manages customer-specific KPIs and reports performance to the commercial team

Qualifications:
Education:
- High School Diploma or GED required
- Associates degree or higher is preferred
Work Experience:
- Proven Account Management skills with a minimum of 3 years of experience
- Extremely detail oriented with technical and analytical competence
- Self-motivated, goal-oriented, and works effectively in a team environment
- Capable of handling stressful situations and deadlines well
- Full knowledge of customer-specific requirements and services

Language / Communication Skills:
- Excellent written and oral communication skills
- Bilingualism is an advantage

Job Details:
- Geographic Responsibility: Unit
- Type of Employment: Full-time
- Travel: Up to 25%
- Exemption Classification: Exempt
- Internal Relationships: Direct Line Manager: General Manager, Unit
- Budget / Revenue Responsibility: Local Currency

Competencies for Success in the Role:
- Thinking: Information Search, Analysis, and Problem Resolution skills
- Engaging: Understanding others, Team Leadership, and Developing People
- Inspiring: Influencing, Building Relationships, Motivating, and Inspiring, Effective Communication
- Achieving: Delivering business results under pressure, Championing Performance Improvement, Customer Focus

Demonstrated Values for Success:
- Excellence: Prioritizing customer needs and continuous improvement
- Passion: Performing tasks with thoughtfulness, attention, and resilience
- Responsibility: Recognizing the impact of actions on others, promoting a safe workplace environment
- Respect: Valuing each individual's contribution and fostering inclusivity

If you are someone passionate about delivering exceptional service and working in a dynamic team environment, this role at Gategroup could be the perfect fit for you.