Position Summary:

On a shift-by-shift basis, you will be the key point of contact for our airline customers.  Acting as a liaison with the customer you will play a key role in advising operational departments what our airline customers need, at what time and in what quantities.  Every day will bring a different set of challenges. You will be integral to our billing process.  You will always conduct yourself in a courteous and professional manner when communicating with the customer and all levels within our organization to ensure that the customer requirements are met within time frames.  

Essential Duties and Responsibilities:

    Monitor passenger meal / aircraft movement information and disseminate that information to internal departments as required
    Liaison with our central order control office in Toronto
    Respond to extremely time sensitive calls from external and internal customers requesting various items and services
    Direct staff in various departments as required to fulfill customer requests in the absence of a supervisor
    Ability to handle multiple priorities simultaneously while under pressure
    Communicate and coordinate with operations and customers about aircraft and ordering changes
    Utilize various airlines systems to retrieve meal and aircraft updates
    Enter and maintain customer orders in ERP system
    Perform checks on orders to ensure they meet airline customer requirement
    Maintain and organize customer information for backup to support billing
    Audit billing to confirm all items and services provided are accounted for

Education:

    High school diploma/College Diploma

Work Experience:
    Previous Customer Service  Experience
    Previous experience in a highly time sensitive environment

Job Skills:

    Work well under pressure while dealing with multiple priorities
    Able to communicate clearly and concisely in person, in writing over the phone and radio
    Ability to work independently with information systems as well interact with customers and operational personnel.
    Excellent organizational skills and proven ability to manage multiple tasks and ensure that those tasks are prioritized in an orderly fashion. 
    Excellent problem solving, prioritizing and organizational abilities.
    Superior interpersonal and team building skills.
    Intermediate computer skills, data entry and detail oriented.
    Experience with ERP systems is a plus

Environmental Requirements:

    This role is part of a 24 hrs a day 7 days a week operation which will require shift work.
    Candidate needs to be able to work shifts which could be morning, afternoon, or night.
    This will require individuals to work over weekends and potentially statutory holidays.
    On-time attendance is a key part of this role and will weigh heavily into performance assessment.