We're looking for motivated, engaged people to help make everyone's journeys better.
Reporting to the Manager of Sales and Service, the Rep of Sales and Service, is responsible for supporting the operational unit by adhering to customer operational requirements and contractual obligations. At times, this position will act as the direct liaison between the airline customer, the operational unit, and/or the Corporate Commercial team. The role will support the airline customer's operation policies and procedures, audits/evaluations, and quality improvement projects. Additionally, the roll serves as an overall subject matter expert for customer defined service level agreements.
Main Duties and Responsibilities:

• Educates and trains unit staff and managers in quality and customer specific requirements
• Takes lead along with the unit operational management in implementing a comprehensive customer specific quality program
• Champions the unit's customer specific total quality improvement efforts and initiates problem solving efforts.
• Coordinates and monitors customer specific quality improvement projects
• Audits effectiveness of unit or customer specific quality programs

• Monitors and supports unit management team to action any non-compliance
• Supports the unit management to drive compliance and prevent any defects in customer products or services
• Responsible for the daily maintenance of key customer specific performance metrics for the unit - safety, quality, flight attendant comments, delays, etc.
• Acts as the direct liaison to the Gate Gourmet operational unit, corporate commercial team and/ or customer
• Supports all unit or customer specific audits, food, health and sanitations, governmental or regulatory audits to ensure compliance

• Supports the training of customer specific and unit standard operating procedures e.g. HACCP
• Completes all company required training including but not limited to ServSafe Sanitation Manager Certification

Qualifications
Education:

• Minimum qualifications include High School graduate or equivalent with experience in related discipline
• Preferred qualifications include College degree in related discipline, knowledge of HACCP and quality management and six sigma

Work Experience:

• Previous experience in airline, food processing or manufacturing, distribution operations or other related industries.

• Previous project management experience preferred
• Customer service experience preferred

Technical Skills: (Certification, Licenses and Registration)

• ServSafe certification is preferred

Job Skills:

• Intermediate to advanced level Microsoft office tool skills (Excel, Word, PowerPoint)
• Strong customer service skills
• Knowledge of quality auditing, inspection methods. Detail oriented preferred

• Strong organizational and/or project management skills, able to prioritize responsibilities and multi-task
• Advanced interpersonal skills, interact well with multiple departments as required
• Self-motivated, ability to work independently and affect change
• Proven communication skills - oral, written and reading
• Excellent analytical skills

Language / Communication Skills:

• Multi-lingual is a plus

Job Dimensions
Geographic Responsibility: Unit and/or Regional
Type of Employment: Full time
Travel %: 10 - 50% dependent on geographical responsibility
Exemption Classification: Exempt
Internal Relationships: Requires good standing internal relationships at all levels of the organization, including hourly employees, Operational, Commercial and cross functional management
External Relationships: Ability to develop and maintain strong relationships at varying levels within the customer organization
Work Environment / Requirements of the Job:

• Regularly, stands, bends, lifts, and moves intermittently during shifts of 10 hours.

• In a normal production kitchen facility there may be physical discomfort due to temperature and noise.
• Must be able to lift, push, pull and move product, equipment, supplies, etc., in excess of twenty-five (25) pounds.
• Must be able to accommodate flexible schedule, willing and able to travel domestically as required.
• Ability to work extended hours including some work during nights and weekend. Working knowledge of kitchen operations.
• Ability to obtain AOA access.

Budget / Revenue Responsibility: N/A
Organization Structure
Direct Line Manager (Title): Manager, Ops, Customer Service
Dotted Line Manager (Title, if applicable) : Manager, Sales and Service
Number of Direct Reports: 0
Number of Dotted Line Reports: 0
Estimated Total Size of Team: 0
gategroup Competencies Required to be Successful in the Job:

• Thinking - Information Search and analysis & problem resolution skills
• Engaging - Understanding others, Team Leadership and Developing People
• Inspiring - Influencing and building relationships, Motivating and Inspiring, Communicating effectively
• Achieving - Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Demonstrated Values to be Successful in the Position
Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

• We treat each other with respect and we act with integrity
• We communicate and keep each other informed

• We put our heads together to problem solve and deliver excellence as a team
• We have passion for our work and we pay attention to the little details
• We foster an environment of accountability, take responsibility for our actions and learn from our mistakes
• We do what we say we will do, when we say we are going to do it
• We care about our coworkers, always taking an opportunity to make someone's day better

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.
For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
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If you want to be part of a team that helps make travel and culinary memories, join us!