Support Specialist

About Roadrunner Food Bank of New Mexico Roadrunner® Food Bank of New Mexico, a Feeding America member, is the largest non‑profit dedicated to solving food insecurity in New Mexico. As a food distribution hub, we provide food to hundreds of affiliated member partners around the state including food pantries, soup kitchens, shelters and regional food banks. We also distribute food through specialized programs helping children, families and seniors at schools, low‑income senior housing sites, senior centers and with and through health care partnerships. Every week, tens of thousands of hungry children, seniors and families are reached through this statewide hunger relief network. We are working together with our partners, volunteers and contributors to end food insecurity and hunger in New Mexico. About Our Compensation & Benefits As the leading non‑profit fighting hunger in our state, we believe that it is important to take care of the people who come to join us in that fight. As such, we maintain transparent salary ranges. You can expect us to offer the best salary up front with no room for negotiation. Once hired, employees have the opportunity to progress through salary ranges via regular merit increases and step promotions. Additionally, we embrace a Total Rewards philosophy and offer a second‑to‑none benefits package. We pay 85% of the medical, dental, and vision insurance premiums for employees, and 75% for their dependents, including domestic partners. The majority of our employees pay less than $60 per check for medical insurance. We also offer life insurance, short‑term disability insurance, long‑term disability insurance, 403(B) retirement plan, AFLAC, LegalShield, identity theft protection, and pet insurance. About This Opportunity This job is perfect for you if you want to give back to your community, enjoy problem‑solving, and have excellent organization, time management, and customer service skills. Position Overview The Support Specialist represents Roadrunner Food Bank by providing excellent customer service to both internal and external partners using multiple technology‑based platforms. Essential Duties and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Generates orders for all RRFB programs and prepares orders for deliveries Responsible for releasing orders within Ceres Monitors storage and rotation of warehouse inventory using FIFO or FEFO methods and reports activities where appropriate Responsible for the administration of Delivery and Distribution Change Form requests and creates standing appointments Utilize TEFAP percentages for each county to guarantee proper allocation quantities Processes billing and bill correction for granted programs: MFP, SHI, CHI, etc. Monitors not in stock reports to ensure order accuracy, and flags unusual activity or stagnant accounts during ordering Tracks and records call types and reasons, and compiles data for FSQ team to use from trend analysis and process improvement Communicate with internal functions (e.g. warehouse, transportation, food sourcing, programs, etc.) to coordinate appropriate delivery, pick up activities, and ensure order and delivery accuracy Provides both inbound and outbound communication to RRFB partners, and provides Ad Hoc process training to agencies to educate to reduce repeat calls Track and verify invoice, order confirmation, and system driven communication have been delivered and report out discrepancies Performs general clerical support and Ceres work as needed Supports the Partner Feeding Network via the Partner Support box, email and phone, and prioritizes customer service responses dependent on most time sensitive Uses reporting tools to help problem solve issues that may arise concerning operations through the course of any given day Provides excellent customer service to all agencies, clients and donors, and helps to create and maintain standards for customer service Submission and follow up of corrective action report issues Demonstrates a commitment to the mission of Roadrunner Food Bank and embraces its internal “Culture of Possibilities” Performs all other related duties as assigned Exceptional knowledge of Microsoft Suite of tools including Word, Excel, Outlook, and Teams Ability to read reports or data spreadsheets and interpret data to determine course of action Strong organizational skills, ability to multi‑task, keep documents and files organized, and the ability to prioritize multiple tasks and works under deadlines Shows initiative and flexibility Strong customer service skills and the ability to work with diverse groups of people ranging from coworkers to outside stakeholders Ability to learn new software programs and work withing structure Strong communication skills and ability to build relationships Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Office setting Noise level is usually moderate Some exposure to extreme temperatures during outdoor events Physical Demands Extensive computer operation with repetitive finger movement Must be able to sit or stand at a computer for up to 8 hours a day Must be able to communicate with different groups of people accurately and quickly Travel Required N/A Required Education, Licenses, Certifications, and Experience High School Diploma Minimum 2 years related experience working in customer service Preferred Education, Licenses, Certifications, and Experience Prior experience working in a food bank Experience using Microsoft Jet Reports Work Authorization/Security Clearance Requirements Legally authorized to work within the United States of America. Affirmative Action/EEO Statement Roadrunner Food Bank is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or veteran status. E-Verify Statement Roadrunner Food Bank participates in the E‑Verify program. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. This position description in no way states or implies that these are the only duties to be performed by the employee in this position. Employees will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give assignments. This role description excludes the marginal functions of the position that are incidental to the performance of fundamental job duties. All Key Result areas are essential job functions and requirements. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship. #J-18808-Ljbffr