Global Network Customer Service Executive Administrator

We recruit the best talent and invest in their ongoing development, through training and mentoring. We provide opportunities to work across our national network. dnata catering U.S. is looking for a Global Network Customer Service Executive Administrator to join our JFK team supporting the JFK International Airport

Key Responsibilities as a Global Network Customer Service Executive Administrator position supports company VIP operations by maintaining and providing customer satisfaction and helping oversee, in coordination with the Global Network & VIP Manager, the daily VIP and Brokered accounts. The administrator maintains and satisfies customers' needs and goals and works as a professional business partner to achieve those goals.

dnata is one of the world’s largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 127 airports. Offering ground handling, cargo, travel, and flight catering services in 35 countries across six continents, dnata is a trusted partner for over 300 airline customers around the world. Each day, the company handles over 1,900 flights, moves over 8,500 tons of cargo, books over 16,000 hotel stays, and uplifts over 320,000 meals.

• Laise with the Global Network & VIP Manager with data input into QAD system.
• Assist the Corporate Controller and Global Network & VIP Manager with Collections, i.e., reaching out to customers collecting past due balances.
• Post all estimates in QuickBooks.
• Oversee the collection process and report on outstanding and unpaid amounts.
• Manage Billing Fractional Customers.
• Arrange for regular meetings with GMs/Unit controllers to resolve invoicing issues, if any.
• Provide status of invoicing/reconciliations and escalate long pending outstanding items.
• Identify and assist with implementing process efficiencies in the invoicing and reconciliation process.
• Responsible for sending out the monthly statements to customers.
• Act as the main point of contact between the catering service (own or outsourced) and VIP clients, addressing inquiries and customizing orders based on preferences when on duty.
• Ensure the order process is adhered to effectively monitor, receive and the confirmation of all catering orders in an accurate and timely manner.
• Work closely with clients to tailor menus to their specific preferences and dietary requirements.
• Collaborate with the culinary team to relay client preferences and ensure seamless execution of catering services.
• Coordinate delivery logistics, including timing, location, and special arrangements for VIP private flights.
• Promptly address and resolve any issues or concerns raised by VIP clients to maintain a positive and exclusive service experience.
• Manage the tracking order log via Excel including up to ensuring the VIP Administrator is accurately logging orders.
• Oversee all restaurant or shopping orders and coordinating pickups and deliveries.
• Effectively communicate order information with management and kitchen staff in a timely and professional manner.
• Input catering orders (Estimates) into the QuickBooks system accurately and efficiently.
• Follow up with customers, vendors and dnata units ensuring the order was catered according to customer specifications.
• Ensure thorough investigations and proper procedural action is taken in relation to all accidents involving company and customer equipment and/or employees.
• Demonstrates flexibility and creativity with customer to accommodate their needs and in problem-solving and improving inefficiencies.
• Assist with month-end functions as needed.
• Assist in ad-hoc reporting as and when required.
• Support and backup the VIP Catering Administrators as needed.
  
  
  

NONESSENTIAL FUNCTIONS

• Other duties as assigned.
  
  
  

This salary range and is influenced by the level of experience. When calculating the base pay, we take into account various factors such as location, qualifications, training, and experience as part of the overall compensation package. $55,000/ yr.

EDUCATION Bachelor’s degree in Hospitality Management preferred with two (2) years of related experience, or Associates degree with minimum of five (5) years’ related experience or high school diploma with ten (10) years’ related experience a must.

• Proficient with QuickBooks
• Food and customer service knowledge a must
• Must be able to work in a fast-paced environment.
• Sound planning and organizational skills, be detail orientated and be able to multitask
• Strong written and verbal communication skills
• Sound planning and organizational skills, be detail orientated and be able to multitask
• Proficient with Microsoft Office, specifically in Excel
  
  
  

Intellectual/Social demands

While performing the essential functions of this job, the employee is continuously asked to multi-task under time limits. Position requires constant attention to precise details and accuracy of specified standards including following simple to complex (more than 3 steps) instructions, and concentration which frequently extends beyond 30 minutes at a time. This position also requires constant attendance and punctuality - Is consistently at work and on time. Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan. Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Physical demands

While performing the duties of this job, the employee is regularly required to stand, walk; reach with hands and arms and stoop, kneel, or crouch. The employee must regularly lift and /or move up to 30 pounds. Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Use equipment and materials properly.

Work environment

The essential functions of this position are performed indoors. The noise level in the work environment can range from minimal to loud.

dnata’s Competencies Required to be Successful in the Job

There are two aspects to working as effectively as we can our people and our results. Our eight competencies are designed to help you focus on these aspects

Delivering

Does what they say they will. And they balance the needs of our customers' needs with our business's needs.

Drive

Always gets the job done. And still put the needs of our business first.

Open to opportunity

Adapts when plans change. Is open to new ideas. Makes suggestions that will help shape our culture.

Business thinking

Understand our business. Uses this understanding in their day-to-day work and plans for the future.

Collaborate

Look for solutions that work for themselves, their team, and the whole organization.

Engaging others

Acts in a way that gets others on board – and when things don’t go to plan, they deal with conflict in the right way.

Provide direction

Share plans with others. Tracks how each project is progressing. Gives constructive feedback during, and after, each project.

Developing talent

Self-aware. Always learning. Always developing. And always helping others to develop, too.

Demonstrated Values to be Successful in the Position

Employees at dnata are expected to live our Values of Safety and Security, performance-driven, Service Excellence, Delighting Customers, Imagination, and respect. To demonstrate these Values, we expect to observe the following from everyone

• We put safety and security first in all our actions.
• We will set challenging goals and meet them.
• We deliver to a consistently high quality.
• We take ownership and responsibility of a situation until it is resolved.
• We are not afraid of failure and learn through our mistakes.
• We respect each other regardless of background.
  
  
  

We believe that diversity and inclusion are fundamental to creating a strong workplace and community. At dnata, we’re proud that our workforce is as diverse as the customers we serve. And we’re committed to nurturing your talent with mentoring, volunteer and professional development opportunities. We welcome everyone. Our employee resource groups are one of the many ways we champion diversity and inclusion at dnata.