Customer Service Officer

Gate Gourmet Belgium NV is a part of the gategroup, the international leader in airline catering. Worldwide we have about 43.000 colleagues in over 60 countries where we offer our customers culinary excellence. The Brussels offices have been part of the group since end of 2020. However, we have been around since July 2002. Making us a staple at Brussels National airport. Currently we have about 470 people working for us in Belgium.

Currently we are looking for a Customer Service Officer (M/F/X)

What are your main duties and responsibilities?

To follow and take care of the implementation of the customer requests, considering the possibilities and the financial interests of our company.

• Drive the tender process for customers in collaboration with your hierarchy:
  • Respond to calls for tender.
  • Collect the needed information from the client and collaborate with the different internal departments (Operations, Quality and Product Engineering).
  • Collaborate with the hierarchy to build the P&L and to seek for approval.
  • Establish prices (Pricing) in accordance with the approved P&L.
  • Negotiate prices with the client, look for alternatives in direct costs: change the recipe, consult internally to vary the selling price per minute of labor or on the price of raw materials (full cost).
  • Review of the contract, commercially and legally.
  • Once Tender is won, organize the start up and then assure the follow up of the customer.
• Take care of the commercial relationship with the assigned customers:
  • Participate in the analysis of the customer's culture, market positioning, priorities and needs in collaboration with the Key Account Manager.
  • Ensure all local contacts with the customer, escalate to your hierarchy in case of major issues.
  • Inform internal departments of any changes, organize meetings.
  • Ensure proper data management by keeping the internal software up to date, checking the operational implementation and adapt according to changes.
  • Respond to ad hoc customer requests, with prior internal consultation (Operations) and involve line management in the event of non-standard requests.
  • Coordinate, organize and attend all commercial events for customers (audits, meetings, guided tours, meal presentations, production launches, ...).
  • Follow up on payment reminders and prepare credit notes, ...
  • Establish and update the price list annually or as needed for each customer.
• Handle customer complaints and participate in Quality improvement, in order to satisfy assigned customers:
  • Receive the complaint directly from the customer. define the department involved and the type of complaint.
  • Investigate the root cause internally (what, who, when, how and why).
  • Participate in the design of a solution, an action plan, a new short/long term.procedure... with the concerned internal departments and in compliance with the legislation and the contract.
  • Respond to the customer, complete a report for the customer within 48 hours considering the penalties.
  • Implement new internal procedures and follow up (internally).
  • Inform your hierarchy of the complaints in progress.
  • Anticipate complaints: control warehouse inventories, control compliance with customer specifications in Production, etc.

Who are we looking for?

• You can work on an abstract level and understand the financial processes of the company (Master's degree level)
• You can work with the Office package, especially Excel, PowerPoint and word.
• You are fluent in English, Dutch & French
• Knowledge of HACCP and Airline regulations is a plus
• You have a working knowledge of P&L and the tender process.
• You can work under strict deadlines accurately
• You are client minded, assertive, a good communicator, proactive and organised.

What can we offer you?

• A professional environment where quality and safety are of utmost importance.
• International working environment at the airport.
• A competitive salary including 13th month, meal vouchers, eco cheques, transportation reimbursement and pension scheme.