Rep, Inflight Cust Serv

Essential Duties and Responsibilities:

• Acts as the IFX Content Management and Publication Process owner.
• Acts as the IFX User Administration Process owner.
• Maintains Aircraft Catering & Provisioning Guide, Training Manuals and communication distribution lists.
• Manages Delta Customer Care email inbox. Monitors the DL Customer Care mailbox outside of business hours per an agreed schedule, to process ‘Urgent’ status Change Notices.
• Conducts daily review, research and resolution of invoice discrepancies between our customer and the supply chain participants for regular flight invoices.
• Meets established performance measurements that support the department strategic goals and associated Service Level Agreement for designated airline customer.
• Supports customer/supply chain participants with IFX system set up for new station or existing station caterer changes.
• Supports customer/supply chain participants with master data maintenance within IFX Invoicing system.
• Conducts ad-hoc business analysis as requested to identify trends and cost efficiency opportunities.
• Responsible for requesting and follow-up of all supporting documentation to review and approve IFX invoices as required by the customer.
• Assists and supports Supervisor with implementing process improvements.
• Maintains reference and historical data in an organized fashion.
• Participates in brainstorming/cost saving sessions.
• Supports Customer Care team with special projects and general office administration as needed.

Qualifications

Education:

• High School Diploma or GED (required).
• Associates or Bachelor’s Degree is preferred; Comparable work experience.

Work Experience:

• Minimum 2+ years of experience in billing or invoicing, office support. Analytical experience and managing multiple tasks is a plus.
• Knowledge of Inflight Exchange (IFX) applications.

Job Skills:

• Excellent listening, questioning and analytical skills along with the ability to remain calm under pressure & work in a concise, clear & focused manner.
• Willing to work flexible hours according to customer needs.
• Must be able to take a logical approach to problem solving.
• The ability to work effectively independently or within a team.
• Proficiency with the Microsoft suite of applications.
• Detailed and time management driven.
• Must be a team player with strong interpersonal skills.
• Must have a superior customer service attitude.
• Must have a “can do” attitude.
• Ability to define problems, collect data, establish facts, solve problems, make recommendations, and draw valid conclusions in a timely and accurate manner.
• Ability to prioritize and successfully manage multiple projects/deadlines simultaneously.
• Must be able to effectively and professionally communicate with customers & management.
• Must be proactive and a self-starter.
• Self-motivated.
• Results oriented.

Communication Skills:

• Outstanding communication skills verbally and in writing.
• Ability to deal with all levels of internal and external customers.

Job Dimensions

Geographic Responsibility: Global

Type of Employment: Full-time

Travel %: None

Exemption Classification: Exempt

Internal Relationships: All levels of internal customers

External Relationships: Customer, other catering companies

Work Environment / Requirements of the Job:

• Regular office environment
• Regular and on-time attendance
• Willing to work extended hours to support critical business projects or tasks

Budget / Revenue Responsibility: USD

Organization Structure

Direct Line Manager (Title): Supervisor, Inflight Services

Dotted Line Manager (Title, if applicable): N/A

Number of Direct Reports: 0

Number of Dotted Line Reports: 0

Estimated Total Size of Team: 1

gategroup Competencies Required to be Successful in the Job:

• Thinking – Information Search and analysis & problem resolution skills
• Engaging – Understanding others, Team Leadership and Developing People
• Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively
• Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Demonstrated Values to be Successful in the Position

Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

• We treat each other with respect and we act with integrity
  
• We communicate and keep each other informed
• We put our heads together to problem solve and deliver excellence as a team
• We have passion for our work and we pay attention to the little details
• We foster an environment of accountability , take responsibility for our actions and learn from our mistakes
• We do what we say we will do, when we say we are going to do it
• We care about our coworkers, always taking an opportunity to make someone’s day better

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.

For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf