Customer Service Manager - Frankfurt - F/M

At Newrest, we move forward thanks to those who get involved, take initiative, and strive to improve.

Join a dynamic team with an entrepreneurial and energetic mindset, where decisions are made quickly without fear of failure. At Newrest, everyone contributes to the growth of the Group. Here, hands-on experience counts: even the CEO pushes trolleys.

About Newrest

Newrest, a specialist in catering and Facility Management, is one of the world leaders in multi-sector catering. Driven by a pioneering “Unlimited” spirit, the Group operates in 53 countries with 60,000 employees.

Our services cover a wide range: airline catering, buy-on-board and duty-free services, restaurants, remote living facilities, railway catering, airport and highway concessions, as well as comprehensive Facility Management solutions.

More than just a company, Newrest is a true family, with 97% of its capital owned by over 700 employees.

Our Activity In Germany

• Main activity : Airline Catering
• Key clients: United Airline, LATAM, Saudia Airlines, Egypt Air…
• Headcount : 600 people

As a Customer Service Manager, you will be the main point of contact between our customers and internal operational teams, ensuring smooth communication, excellent service delivery, and strong long-term customer relationships. You will be responsible for managing customer requirements, monitoring service performance, coordinating operational activities, and ensuring that contractual standards and customer expectations are consistently met.

Key Responsibilities

• Manage and develop relationships with assigned customers, ensuring high levels of customer satisfaction and service quality.
• Act as the link between customers and internal departments (Operations, Kitchen, Equipment, QHSE, Commercial), ensuring smooth information flow and alignment.
• Monitor service delivery, identify improvement opportunities, and support corrective actions when needed.
• Handle customer requests, complaints, and incidents in a timely and professional manner.
• Maintain customer documentation, specifications, manuals, data sheets, and systems accurately.
• Monitor KPIs, prepare reports, and provide regular updates to management.
• Coordinate customer meetings, service reviews, menu presentations, and quality-related activities.
• Support operational teams in meeting customer requirements and contractual obligations.
• Ensure compliance with company procedures, food safety, hygiene, quality, and QHSE standards.
• Promote a strong safety and quality culture by identifying risks and supporting continuous improvement initiatives.

This role requires strong communication skills, a customer-oriented mindset, attention to detail, and the ability to work closely with different teams in a fast-paced operational environment.

• Minimum 2 years of experience in commercial or customer services positions
• Experience in catering companies is mandatory
• A previous experience on Airlines customer services is appreciated
• English and German 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
• Resilient to stressful situations
• 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 53 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 60,000 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/