Customer Relations Supervisor - Airline Catering

Job Title: Customer Relations Supervisor - Airline Catering

Job Location: Austin-USA-78719

Work Location Type: On-Site

About us

LSG Sky Chefs is one of the world’s largest airline catering and hospitality providers, known for its outstanding reputation and dynamic approach in the industry. Voted “Airline Caterer of the Year in North America” for 2023 and 2024, we are committed to excellence and innovation, driven by the dedication and expertise of our talented employees. Our team members are the heart and soul of our success, consistently delivering exceptional culinary experiences and outstanding service to our clients and their passengers across North and Latin America.

Role Purpose Statement

Seeking an attentive, Customer focused individual that acts as a liaison with all department Managers in the Customer Service Center (CSC) and airline(s) regarding performance issues and customers requests. They will be responsible for coordinating and directing menu presentations and any other site visits.

Main Accountabilities

Account Management

Develop and maintain an excellent relationship with the assigned account(s) and act as a liaison between the CSC, the airline and the Key Account Manager

Ensure accurate billing and provisioning to the airline

Maintain daily par levels and inventory control in accordance with customer standards

Ensure equipment inventory is taken in a timely and accurate manner

Ensure the on time departure of all flights using catering guidelines

Support the respective departments regarding all airline cycle changes

Monitor and ensure compliance with customer specifications and equipment, policies and procedures (Food & Drug Administration (FDA), Hazard Analysis and Critical Control Points (HACCP) etc.) in cooperation with the responsible Quality Manager

Maintain customer specifications and monitor changes

Ensure that the airlines measurement system is taken into account in each department

Coordinate and participate in all CSC evaluations by the customer. Distribute evaluation feedback to department Managers and ensure response is provided in a timely manner

Monitor and ensure CSC compliance with the airlines safety expectations

Develop, document and maintain flight attendant comment and delay database

Support the Executive chef in menu presentations as needed. Assist in Chef tables

Track quality scores

Ensure par levels of customer inventory and customer specific goods

Participate in special customer projects

Leadership

Ensure that the area of responsibility is properly organized, staffed and directed

Guide, motivate and develop the subordinate employees within the Human Resources Policy

Participates in coaching the expanded Global Performance System (GPS) process, as well as additional career development activities to enhance the effectiveness and potential of the team

Make the company's values and management principles live in the department(s)

Plan / Implement and control the cost budget in the area of responsibility; initiate and steer corrective actions in case of deviations

Participate and support company sponsored initiatives such as Global Quality Standard (GQS), HACCP, Lean Manufacturing, Employee Safety

Knowledge, Skills and Experience

Bachelor’s degree or equivalent experience required

In addition, one to three years of experience in related field

Strong presentation, communication, training and interpersonal skills

Demonstrable record of understanding and meeting customer expectations

Proven track record of understanding of the drivers of product and labor cost variances

Needs good knowledge of Microsoft Office and Windows-based computer applications

LSG Sky Chefs is an EEO and Affirmative Action Employer of Women/Minorities/Veterans/Individuals with Disabilities.

Full Time