Customer Service Manager

About Newrest

Role overview

Technical documents and quality

• Create and correct technical data sheets, add system items, and print manuals for departments before new cycles.
• Create and monitor airline cycle-rotation tables, plating guides, menus, boarding bills, and ratio tables.
• Respond to customer complaints, record them in the internal Quality Management System, and follow up on corrective actions.

Costing, pricing, and billing

• Calculate meal costs and sales prices for client offers and update client price lists.
• Communicate price updates for Winflight, create flight templates in WF Flights, and verify prices on initial flights of each cycle.
• Ensure accurate billing and that items are invoiced at the correct prices.

Customer and service coordination

• Coordinate customer requests with department heads and ensure actions are implemented.
• Present new menus with the kitchen, represent clients at the local station, and host client visits and tastings to audit service quality.
• Communicate schedules, manuals, menu changes, and instructions to key personnel and ensure they are understood and followed.
• Monitor service delivery standards, including flight checks and Chef Tables.
• Maintain client relationships and centralized communication between customers and internal operations.
• Monitor crew feedback, respond within 24 hours, and follow corrective actions through closure.
• Support business development by building new client relationships and supporting contract negotiations.
• Maintain the airline quality dashboard.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, Food Service Management, Operations Management, or a related field.
• 1–2 years of experience in customer service, operations coordination, airline catering, hospitality, or a similar environment.
• Strong organization, communication, interpersonal, customer service, analytical, and detail-oriented skills.
• Ability to manage competing priorities and coordinate with kitchen, quality, operations, and logistics teams.
• Comfort using Microsoft Office, including Excel, Word, and PowerPoint, and operational or ERP systems.
• Fluency in English is required; French is an asset.

Bonus

• The posting mentions a 10% bonus.