Customer Service Manager

**Are you looking to take your food safety and logistics experience in the airline catering industry to the next level? **Do your personable communication skills mean you build excellent relationships with stakeholders at all levels?**

We have an exciting opportunity available for a **Customer Service Manager** to join our friendly and supportive team on a **full-time** basis in **Melbourne Airport**.

**What does a typical day look like?**

As Customer Service Manager, you will be the central point of contact for day to day operational matters between our company and the airlines, and the conduit for all communication between the parties.

Your role will be ensuring that customer service levels and standards meet or exceed the expectations of both the airlines and the company through regular and systematic communication and follow up with the unit management, department stakeholders, airline state office, station managements and cabin crew of incoming and outgoing aircraft.

**What’s in it for you?**
- Be part of a close knit and dedicated team who are truly passionate about delivering excellent customer service.
- Enjoy job variety and the chance to communicate with different people with the goal of excellent communication and efficient operations.
- Be part of a business that is committed to giving back to our people and the communities in which we operate, through environmental, community and wellbeing initiatives.
- Access to our employee benefits program which includes a wellbeing platform, discounted private health insurance and access to specials and discounts from over 700 retailers.
- 5 weeks annual leave, flexible working arrangements.
- Career advancement opportunities.
- Establishing and maintaining excellent working relationships with our internal and external customers.
- Represent the company at internal and external functions, ensuring that the company, its products, and services are presented in a strong and positive light.
- Working closely with the National Logistics Manager regarding Third Party Logistics (3PL) performance.
- Participating in and ensure that audit and quality controls are conducted on a regular basis.
- Providing expert advice to customers in all facets of customer service including logístical and customs information.
- Improving customer service quality results by evaluating and re-designing process and implementing change.
- Establishing communication service standards and implement company productivity, quality, and customer service standards.
- Pro-actively address performance issues by identifying areas of non-performance as well as root cause, and provide support to prevent future occurrences, including any training required to individuals.
- Contributing towards effective cost management through education and training especially in areas of flight make up, aircraft loading and inventory management.

**What do you need to be successful in securing this role?**
- Proven knowledge and experience in a similar role.
- Food Safety and HACCAP qualifications desirable.
- Available to work a rotating shift roster which includes weekends and public holidays.
- Excellent written and verbal communication skills.
- Strong problem-solving skills.
- Ability to handle challenging situations with tact and diplomacy.
- Demonstrated ability to work with a diverse group of stakeholders.
- Sound knowledge of the airline catering industry.
- Competent in documentation and records management.
- Ability to obtain an ASIC pass and an airside driver’s license.
- A warm and engaging personality with the passion and drive to really make a difference.

**Your employer**:
Part of the Emirates Group, we are highly regarded within the global aviation and meal manufacturing industries.

It is our three Australian brands - dnata catering, snapfresh and marhaba - that enables us to deliver extensive service capabilities and ensures we maintain our reputation as Australasia’s most admired catering and retail partner, specialising in inflight catering, travel retail technology and airport lounge management.

Chosen by many of the world’s top airlines for our fresh, award-winning meals and outstanding service, we operate 15 catering facilities across 9 cities, employ over 2,000 people, produce over 64 million meals and service over 246 thousand flights each year.

We know that it is our people and our communities, that make us great. Which is why we put our people first and give back to the communities in which we operate. Over the past five years, we have supported Australian food rescue organisations to create more than 1.3 million meals for those in need and have raised over $420,000.00 for the Kids with Cancer Foundation, The Smith Family, and other Australian charities.