Partner Services Coordinator

JOB DESCRIPTION

JOB TITLE: Partner Services Coordinator (Temporary)

DEPARTMENT: Partner Services

SUPERVISED BY: Partner Services Manager

PAY RANGE: $21-23/Hourly, Non-exempt, Non-Benefits Eligible

HOURS: Temporary Full-Time; 40 hours/week, June-September 2024

POSITION SUMMARY

NOTE: This is a temporary role, lasting 4 months, June-September, 2024.

The objective of this position is to ensure a high level of customer service and support for Agency Partners. This position is the primary point of contact for Agency Partners for all incoming communications, managing the Partner Relations Customer Service Management (CSM) tool, ServiceNow. The Partner Services Coordinator works closely with Second Harvest Heartland’s Hunger Relief network to maximize network efficiencies and target work around the Racial Hunger divide, through access and equity of resources, efficiency of food distribution and product movement, and providing a best-in-class customer experience for Agency Partners. This position is cross functional, working in tandem with other internal departments and serving as a subject matter expert on our Agency Partner Program. Success in this role requires strong communication skills, ability to pivot to problem solve issues, and work effectively and independently with a highly diverse set of people and organizations.

DUTIES AND RESPONSIBILITIES

• Customer Experience & Support
  • Serve as the primary point of contact for Agency Partner questions, requests, and concerns.
  • Triage all incoming communications to ensure it is directed to the correct department and/or contact.
  • Support and serve as technical expert in the company’s Customer Service Management Tool, ServiceNow.
  • Uphold the company’s Customer Service Standards.
  • Respond to Agency Partner complaints/issues in a timely and supportive way, working in collaboration with other internal teams to resolve them.
  • Manage all order processing and logistics – Internal orders; Heartland Hub orders; Delivery & Pick-ups; credit requests, Transportation/ETA related inquiries to ensure Agency Partners receive product to distribute to their communities and neighbors.
  • Ensure that agency feedback is shared internally with appropriate Agency Relations Team and Leadership members, and immediate problem resolution occurs.
  • Serve as subject matter expert to Agency Partners and internal partners related to the ordering process – both by phone and in-person consultations and trainings in the field.
  • Proactively communicate with Agency Partners regarding services, hour changes, food safety information, and other information as needed.
  • Identify and support system changes and sustainable solutions for increased customer experience and quality of service to Agency Partners.

• Reporting and Analytics
  • Process all incoming data requests both internal and external, related to service statistics, order history and partnership engagement.
  • Collect, track, and analyze Quality of Service (QOS) data, identifying systems and/or process issues and provide recommendations for improvement.
  • Maintain up to date agency partner information and records.
  • Provide Agency Relations Leadership with real time data to support strategic priorities and planning for program design and communications.

• Product Marketing & Movement
  • Consult regularly with Agency Partners, advise, and provide technical expertise in best practices for meeting their current and future product needs across all product categories, including produce.
  • Manage bulk and seasonal produce programming with Agency Partners.
  • Consult daily with Operations, Transportation and Sourcing & Demand Planning teams to recommend strategies for: increased movement/turns of close-dated product; additional distribution avenues for large quantities of product; increased pounds distributed to Agency Partners; ideas for internal process improvement and increased efficiencies.
  • Organize and manage special event requests for Agency Partners to increase distribution of product and ensure SHH is continuing to reach to the unmet needs in communities throughout our service area.
  • Design and pilot efficacy of new products/offerings that could increase pounds distributed to Agency Partners and new programs.

• Food Safety and Quality
  • Provide expertise to Agency Partner questions related to food dating and food safety.
  • In partnership with Agency Relations Compliance Team, lead the communication process with Agency Partners regarding all food safety or quality issues, including implementation of recall processes.
  • Ongoing consultation with Operations, Transportation and Sourcing & Demand Planning teams related to accuracy of dating, quality of product, pack size information and minimum labeling requirements.

• Volunteer Management
  • Collaborate with the Volunteer Engagement Team to design volunteer opportunities and recruit for positions.
  • On-board, train and manage Agency Services volunteers to best utilize volunteer skills and time to meet the needs of Agency Partners and increase efficiencies with Agency Services.

QUALIFICATIONS

• A combination of education and experience generally attained through a High School diploma with some post-High School education preferred in a relevant field (social services, community engagement), and a minimum of 2 years’ experience in human services or customer service-related position.
• Experience in general data base management and data entry including experience with NetSuite inventory management system required. Intermediate knowledge of the NetSuite inventory management system desired.
• Intermediate knowledge of Microsoft Office Suite.
• Proven ability to have constructive and critical conversations with customers.
• Demonstrate ability to display empathy to troubleshoot and resolve customer issues.
• Experience in working on inter department teams.
• Proven ability to effectively solve time sensitive related issues and/or concerns.
• Strong organizational skills, detail oriented, written, and verbal communication skills, flexibility, cooperative, initiative, and numerical aptitude.
• Time management techniques in adhering to deadlines and balancing workload.
• Experience influencing others without direct supervising authority.
• Demonstrated analytical and quantitative mindset to manage and interpret data.
• Demonstrated ability to turn data into insights.
• Demonstrated exceptional customer service skills to create a welcoming and inclusive environment.
• Ability to work with flexibility, efficiency, and enthusiasm, both individually and as part of a team in a fast-paced, high-demand environment.
• Strong commitment to equity; ability to work with individuals from different abilities, ethnicities, genders, races, religions, sexual orientations, and socioeconomic backgrounds.
• Must be flexible to work additional hours as necessary to meet time-sensitive tasks on a daily or weekly basis.