Customer Service Executive/ Senior Executive

Summary

The Customer Service Executive is responsible for managing airline customer accounts, ensuring exceptional service delivery, coordinating catering operations, and maintaining strong client relationships. The role serves as the key liaison between airline customers and internal departments, ensuring customer requirements are accurately translated into operational execution while driving customer satisfaction, operational efficiency, and continuous improvement.

Duties and Responsibilities

Customer Account Management

• Manage and strengthen relationships with airline customers and external catering clients.

• Act as the primary contact for customer inquiries, concerns, and service requests.

• Coordinate with Commercial and Pricing teams on service agreements, pricing, contract renewals, and customer requirements.

• Conduct customer satisfaction surveys and analyze feedback to improve service quality.

• Maintain regular customer communication through meetings, calls, and email updates.

Customer Service & Airline Engagement

• Deliver personalized customer service tailored to airline requirements and passenger preferences.

• Organize customer meetings, menu presentations, tastings, and product evaluations.

• Manage and coordinate Chef Table sessions with airlines, including planning, execution, feedback collection, and follow-up actions.

• Work closely with Food Production, Menu Planning, and Quality Assurance teams to ensure meals meet airline specifications.

• Prepare and submit Chef Table reports, feedback summaries, and improvement recommendations to airline stakeholders.

Order Management & Production Coordination

• Ensure accurate communication of customer orders, special requests, and operational changes to production teams.

• Monitor meal production and order fulfillment to ensure timely and accurate delivery.

• Coordinate menu trials, quality checks, and service changes.

• Manage Galley Loading Plans (GLP), ensuring alignment with aircraft configurations, service concepts, and airline standards.

• Liaise with airline customers regarding GLP updates, equipment requirements, and operational changes.

Lean Management & Cost Efficiency

• Apply lean management principles to streamline processes and improve operational efficiency.

• Identify cost-saving opportunities across catering operations without compromising quality or customer satisfaction.

• Partner with cross-functional teams to implement and monitor efficiency improvements.

• Track operational performance through KPIs and data-driven reporting.

Operations Liaison

• Serve as the communication bridge between customers and operations teams.

• Communicate flight schedules, operational constraints, and customer requirements accurately.

• Resolve operational issues, schedule changes, and service disruptions proactively.

• Share customer feedback to support service improvement and operational excellence.

Cross-Functional Coordination

• Collaborate with Commercial, Pricing, Menu Planning, Production, QA, and Operations teams.

• Ensure customer requirements, Chef Table outcomes, and GLP standards are consistently implemented across departments.

• Facilitate issue resolution and alignment between customers and internal stakeholders.

• Promote seamless information flow and coordinated execution of services.

Reporting & Analysis

• Prepare regular management reports on customer feedback, service performance, and operational challenges.

• Analyze trends and operational data to identify improvement opportunities.

• Conduct market and competitor research to remain current with industry developments.

• Maintain accurate customer records using CRM systems.

• Ensure compliance with airline standards, food safety regulations, and industry requirements.

Requirements

• Diploma or Degree in Hospitality, Aviation, Business, or a related field.

• 5-8 years of experience in inflight catering, airline catering operations, aviation, or hospitality customer service.

• Strong understanding of airline catering operations, meal production, service flow, and airline requirements.

• Proven experience managing airline customer accounts and stakeholder relationships at both local station and headquarters levels.

• Knowledge of Chef Table processes and Galley Loading Plans (GLP) is highly preferred.

• Excellent communication, coordination, organizational, problem-solving, and stakeholder management skills.

• Ability to work effectively in a fast-paced, cross-functional operational environment.