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Newrest

Customer Service Representative

Calgary, AB, Canada

Job type: Full-time
Apply by: Mar 28, 2027
Experience: Minimum 2 years of experience in commercial or customer services positions
Posting language: English
Posted: Sep 29, 2026

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Original job description

Implementation of the Commercial Strategy and Business development in its area of action to achieve sales and profit objectives, following the policies and strategies set-up by Newrest.

Management of Customer account, point of contact of the Customer assigned by the Sales Director when the contract is awarded or during a tender process.

Organization and business planning to identify priorities.

Guarantee the provision of an excellent service to the Customers, applying the procedures and protocols of services designed by Newrest.

Should prepare and keep update all the support documents of execution of a contract:

Keep the flight program and service forecast per flight and per class updated.
Prepare meals specifications with pictures, loading ratio charts and similar documents used in the different sections of the catering unit.
Input all the data in Winrest IT system and train the Dispatch on the way to input daily figures and issue the delivery note.
Liaise with the Executive Chef in order to get sure that all recipes are input in the system and link to all relevant services provided.
Issue and distribute the list of specific instructions and relevant SOP’s requested by the Customer and included in the Catering Agreement.
Summarize the main points of the Catering Agreement and inform accordingly each department. Keep the Customer operational manual always updated with tracking of changes communicated inside the unit in order to keep the relevant traceability on changes and updates.

Monitor the communication with the Customer and inform the different departments of the catering unit of any change or updates.

Monitor the customer complaints and send the feed-back to the Customers.

Keep the price list updated and inform accordingly Finance Department about any change or update.

Consolidate and keep the overview of the Customer performance.

Inform the Commercial Department and Management of the unit and country of any issues, deviances, non-compliance and try to anticipate the problems.

Update the Account PNL in cooperation with the Commercial Director in order to follow-up the profitability of the account, keep all financial data to build the budget with the Country Management Team.

Meet with Stations Managers or Airline local Representatives on a regular basis in order to get the operational feed-back.

Follow-up with the Airline Corporate contact (Performance Manager, Area Manager, etc...) any feed-back on the operations and service perception as well as on the day-to-day operations.

Prepare marketing supports for any existing Customer visit (name of the customer on the welcome board, Newrest activity report booklet, presentation room with flowers, flag of the Airline, etc..., goodies and small gifts.

Prepare a presentation of Newrest for new potential Customer jointly with the Commercial Director.

Prepare food tasting (Chef Table) with Customer Representative as per Customer request.

Get the training on use of Customer specific software (Air Vision, IFX, Skyspace, Colibri to give a few examples) all the specific web platforms used by some Airlines to follow & monitor operations with access to instructions and train some key staff of Dispatch, Finance Department (Invoicing), Production, Equipment Control, etc...

Liaise with Airlines representatives if issues on these web platforms or if issues on data access

(Catering order, last minute orders, equipment push orders, inventories, etc...).

Manage customer complaints efficiently and reactively (investigation of the problem, discussion with the operational staff, corrective actions, reporting, response to the Customer).

Assist the Quality Assurance Department prior to the audits & attend the client quality audits.

Monitor on a random basis some spot checks during the production process to be sure that all specific Customer’s requirements are implemented, understood and get any feed-back in case of problems.

Ensure and centralize an efficient external / internal operational communication between the unit and the clients.

Control & supervise flight reports & corrective responses: provide acknowledge receipt within 24h00 and get sure that relevant feedback is sent to the Customer within 48h00.

Ensure that invoicing process is accurate and that all relevant information regarding price change, adjustments, invoicing details, payments terms are up to date and communicated with anticipation.

Participate in daily operational unit meetings.

Collect all information about all Airport activity, new airline planning to start operating, opening of a new lounge, opportunity of retail business at the airport, all relevant information about new development that the CSR will forward to the Commercial Director.

Liaise with the Sales Director and the Global Account Director for any communication/information regarding any incidences (aircraft delay, serious discrepancy), change of interlocutors, Customer 00projects developed locally, changes planned. That communication with the matrix organization is very important in order to keep the capacity of reaction which makes the reputation of our company and keep a good knowledge of how the business is moving. That will also help our board of Directors to make some relevant strategic decision.

The CSM should have all the key information updated and should be the one to whom any person within Newrest organization will refer for any question regarding the Customer Agreement requirements, modifications and updates, dead-lines, standard formats, SOP’s, contractual terms, etc... and he will be the one who guarantee that all the key members of the structure are aware and have all the relevant information for the good execution of the contract.

Bachelor’s degree in Business Administration, Management, or a related field.
Minimum 2 years of experience in commercial or customer services positions
A previous experience on Airlines customer services is appreciated
English and French fluent
Customer focus, empathy, negotiation skills, constancy, work under pressure, results oriented
Client satisfaction will be your priority
Attention to detail
Focussed on compliance at all time
Well organized, rigorous and methodical yet flexible to adapt to local constraints
Commercial awareness
Hands on personality
Excellent computers skills (Office Suite)

About Newrest

Specialist in out-of-home catering in 54 countries, and the only player to intervene in all sectors of catering and related services, Newrest is one of the world leaders in multi-sector catering.

Our 36,000 committed and talented employees do what is necessary to offer consumers balanced, diversified and tasty meals while scrupulously respecting hygiene and food safety standards.

https://www.newrest.eu/

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More about this job

Responsibilities

Manage airline customer accounts and catering agreements, coordinate operational requirements across departments, and ensure excellent service delivery and timely resolution of customer complaints. Monitor account performance, pricing, invoicing, and compliance while supporting audits, customer visits, and commercial development opportunities.

Requirements

A bachelor’s degree in Business Administration, Management, or a related field and at least two years of experience in commercial or customer service roles are required; airline customer service experience is appreciated. The role calls for fluent English and French, strong customer focus and negotiation skills, attention to detail, organization, commercial awareness, flexibility, and excellent computer skills.

Skills

Customer Account Management
Customer Service
Commercial Strategy
Business Development
Contract Administration
Complaint Resolution
Operational Communication
Financial Performance Monitoring
Invoicing Coordination
Quality Assurance
Audit Support
Food Catering Operations
Airline Customer Relations
Negotiation
Attention to Detail
Microsoft Office

Visa sponsorship

Not detected in the job text

Keywords

Airline Catering
Customer Account Management
Customer Service
Commercial Strategy
Business Development
Catering Agreement
Standard Operating Procedures
Winrest
Air Vision
IFX
Skyspace
Colibri
Flight Program
Service Forecasting
Meal Specifications
Loading Ratio Charts
Customer Complaints
Account Profitability
Profit And Loss
Budgeting
Invoicing
Price List Management
Quality Audits
Corrective Actions
Food Safety
Operational Communication
Microsoft Office
Airline Operations
Customer Satisfaction

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