Customer Support Specialist

Gategourmet, a GateGroup company, is the world's largest independent provider of catering and provisioning services to the airline industry. With a proud 95-year history, we support more than 300+ Aviation carriers across over 68 countries serving over 700 million passengers in the sky annually. Our operations combine culinary excellence with stringent food safety and production standards, enabling us to deliver high-quality, reliable catering solutions to over 680 million travellers annually.

Your new role:

We are now on the hunt for an experienced Customer Support Specialist full-time (9 Month Maternity leave contract) working in the Mascot head office.   
This is a pivotal operational role that acts as the bridge between our Aviation Customers, Operations and the Commercial team, ensuring that customer specifications are operationalised and meet service level agreements. In this role you will be responsible for the management of information and data input into the relevant customer & internal systems, ensuring the information is converted into actionable outcomes by liaising, leading, and having a strong presence on the production floor. 

Your key focus areas: 

• Making sure all Audit flight documentation is compliant to customer requirements
• Regularly review Customer Portals for customer feedback, changes, and information
• Conduct meal audits to ensure compliance to specification and customer expectations
• Coordinate menu and site audits
• Assist to host client visits 
• Coordinate and support customer feedback, provide corrective actions and manage replies to customers when required (via Customer Portals and via internal systems)
• Proactive follow up, and respond to customers in agreed timeframe 
• Operations support flight audit and attend aircraft
• Support operational (e.g. service, food, and equipment) changes for Customers are actioned and implemented in accordance with requirements within the Unit  
• Provide trend analysis to senior management and the operations on targeting customer feedback on operational issues
• Compilation of reports as required

What You’ll need: 

• Previous experience preferably within Aviation Inflight Catering, Manufacturing or Supply Chain Logistics 
• Tertiary qualification or TAFE certificate IV, Associate Diploma would be desirable 
• Strong, multi-disciplined administration and co-ordination experience capable of meeting deadlines in a fast-paced environment
• Strong verbal & written skills to effectively communicate across all levels of our business with internal stakeholders and our valued customers
• A “can-do” attitude with a strong work ethic, attention to detail and a sense of urgency
• Computer skills - Intermediate level experience MS Office applications, (WORD, EXCEL etc) and ERP systems
• ASIC card will be required to go Airside so you will need to pass the Airport security clearance 

What We Offer:

• Be supported with leadership and professional development
• Reward & Recognition – Feel valued in the workplace and appreciated for your efforts
• Safety First Work culture 
• Free parking on site