Customer Service Assistant Manager

SUMMARY

This individual is responsible for interacting with the client representatives and for ensuring the client needs are met and communicated to the operations teams. This individual fills in as the Customer Service Manager and acts with the same authority under the direction of the Customer Service Manager. This is a hands-on type of position that requires much interaction with all types of individuals. This individual consistently looks for ways to improve the customer service experience and maintain the quality and safety Newrest standards. This individual is responsible for overseeing a team of Customer Service Representatives and will have full operational, fiscal, and human resource responsibility for the department. This individual is crucial in setting the tone for the department's culture, ensuring that team members accomplish the work, and treating them equitably and respectfully.

EDUCATION/EXPERIENCE REQUIREMENTS

· Bachelors in Operations Management, Business Management, or related field

· Minimum 2 years' experience in similar position, preferably in inflight catering or airport hub environment, food production, manufacturing, or another kitchen environment

· Minimum 2 years' experience in leadership roles overseeing multiple non-exempt employees

QUALIFICATIONS

· Good leadership experience with experience in start-up or turnaround environments

· Strong communication skills with ability to communicate with non-exempt to upper management levels

· Ability to effectively collaborate with site operations, functional leaders and external clients and vendors

· Ability to effectively handle conflict and de-escalate emotionally charged situations

· Good understanding of OSHA, HR, and other employment laws

· Good knowledge of investigation procedures and root cause analysis

· Understanding of lean manufacturing principles and operational processes

· Strong knowledge of HACCP & food safety standards

· Strategic thinker with creativity and excellent problem solving and decision-making skills

· Resilient self-starter, who can act independently and learn quickly within a rapidly evolving environment

· Ability in showing self-initiative and follow-through

· Detail-oriented and ability to see big picture

· Strong ability with Excel, Word, and PowerPoint

· Excellent organizational and motivational skills

· Outstanding attention to detail and observation ability

· Strong analytical skills for or interpretation of data to effectively manage risk

ESSENTIAL FUNCTIONS

Leadership and Management

· Infuse the Newrest culture into the team by example

· Assist in holding managers accountable for meeting expectations and KPI's

· Mentor and coach managers as needed to ensure performance and adherence to policy and culture

·          Train, coach and mentor managers and other direct reports in an effort to provide a strong talent bench for succession planning purposes and career advancement within the unit and other units throughout the country.

·          Ensure that all policies and procedures are followed per Newrest and client's requirements.

·          Communicate effectively with all crew members and team members.

·          Enhance employee morale by driving commitment and establishing an environment of trust and respect.

Operations/Logistics

·          Along with the CSM Manager, share responsibility for the customer satisfaction of the client, including the fulfillment of all items on flights, positive interactions with client, and on-time delivery.

·          Ensure that all quality and safety procedures and program are adhered to by everyone.

·          Ensure that all catering needs are met in a timely manner.

·          Meet all KPI's according to customer requirements and KPI standards.

·          Properly plan and foresee issues that may cause delays in timely arrival, poor quality, or safety hazard.

·          Develop and implement operating methods and procedures designed to eliminate operating problems and improve product quality.

QHSE

·          Ensure compliance with all applicable requirements related to product and service quality, environmental standards, food safety, and health and safety regulations.

·          Support the availability of resources and necessary competencies to maintain and enhance integrated management systems (IMS).

·          Uphold commitments to environmental and social responsibility in alignment with the Be the Change CSR charter.

·          Promote a safe and healthy work environment by preventing work-related injuries and illnesses, eliminating hazards, and reducing health and safety risks.

·          Facilitate systems for joint consultation and participation with employees and their representatives as needed.

·          Drive continuous improvement and consistently seek to enhance IMS performance.

·          Effectively communicate the organization's vision, goals, and performance both internally and to relevant external stakeholders.

Other

·          Regular and timely attendance is expected for the position.

·          Perform other duties as assigned.

PHYSICAL ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

This position requires frequent physical activity, including standing, walking, sitting, bending, kneeling, squatting, climbing stairs or ladders, reaching overhead, grabbing objects, and driving a company vehicle. The role involves frequently pushing, pulling, lifting, and carrying items weighing between 25–50 pounds. Work is primarily performed outdoors, with occasional indoor activity. The position also includes frequent exposure to loud noise, fumes, and dust, with occasional exposure to high or freezing temperatures and chemicals.