Core Responsibilities

• Support the Customer Service Manager in managing daily operations and ensuring service level objectives are consistently met
• Collaborate closely with internal departments to resolve customer issues and improve processes
• Investigate service issues, delays, customer comments, and callbacks, and define, implement, and monitor corrective action plans
• Ensure customer specifications (e.g. TP06, FSM, Galley Diagrams, updates) are accurately captured, maintained, and reflected in the Newrest ERP system
• Supervise and coordinate the Operations Center Team and the Operation Winrest Team
• Ensure accurate and timely transmission of customer specifications to internal departments
• Active participation in customer-related activities such as MBO meetings and Menu Presentation
• Validate the consistency, accuracy, and completeness of all operational datasheets in strict compliance with Newrest Golden Rules
• Collaborate with internal stakeholders to continuously improve data quality, reliability, and system usage
• Serve as acting Customer Service Manager in their absence when required

Required Qualifications 

• Strong customer service orientation with an operational mindset
• Proven ability to coordinate teams and manage cross-functional workflows
• High attention to detail and strong data accuracy mindset
• Ability to analyze issues, identify root causes, and implement corrective actions
• Excellent communication and stakeholder management skills
• Ability to work in a fast-paced, operational environment with multiple priorities
• Solid proficiency in ERP systems and operational data management
• Leadership, accountability, and reliability

Employment Requirements

• Minimum 3 to 5 years of experience in customer service, operations, or service coordination roles
• Previous experience in a B2B, operational, industrial, food service, aviation, or logistics environment is a strong advantage
• Experience working with ERP systems and handling complex operational data
• Prior exposure to team coordination or supervisory responsibilities preferred
• Ability to work flexible hours if required by operational needs