Administrative and Operations Coordinator (PCN 364)

Job Description

Job Description:\n\n We all face challenges and transitions in our lives, and when we do, we must be able to count on the strength of community for support. For the people of Los Angeles, Jewish Family Service LA (JFSLA) is that trusted source of support. We are a comprehensive network of services that welcomes individuals and families of all ages and identities to our full spectrum of care. Our highly trained staff and volunteers work closely with individuals and their loved ones to problem-solve and guide them on their paths to safety, security, wellness, and fulfillment. JFSLA staff share in our mission and work towards our goals with the highest level of responsibility, professionalism, and integrity. JFS demonstrates our commitment to our staff by offering a comprehensive benefits package and a nurturing environment. JFSLA is committed to cultivating and preserving a culture of inclusion and connectedness. In recruiting for our team, we seek the unique contributions that individuals can bring from all backgrounds. We strive for a diverse team in order to better serve our clients and ensure our excellence as an organization in identifying, designing and delivering solutions. Be part of our commitment and join our family. For more information on our philosophy and services, please tour our website The Administrative and Operations Coordinator provides essential administrative, customer-service, financial, and operational support for JFSLA’s Subscription Meal Program, a new revenue-generating meal delivery business designed to support JFSLA’s broader mission. The Coordinator will play a central, hands-on role in establishing and managing the systems needed to deliver an efficient, responsive, and high-quality customer experience. The position serves as a primary point of contact for subscribers and is responsible for supporting enrollments, orders, billing, delivery coordination, customer communications, recordkeeping, reporting, and general business administration.This position requires more than traditional administrative support. The successful candidate must be highly organized, business-minded, comfortable with technology and data, able to manage detailed processes independently, and willing to take ownership of day-to-day program needs in a fast-paced startup environment. The coordinator must be equally comfortable assisting customers, reviewing reports, resolving order or billing discrepancies, preparing operational documents, and helping develop new systems and procedures as the business grows. Qualifications Education and ExperienceHigh school diploma or equivalent required.Associate degree, bachelor’s degree, business certificate, or additional training in business administration, operations, customer service, accounting, hospitality, or a related area preferred.At least four years of progressively responsible experience in administrative coordination, business operations, customer service, order processing, billing, logistics, office management, or a related role.Experience working in a small business, startup, subscription service, food-service operation, meal delivery program, hospitality business, healthcare service, or other customer-focused commercial environment preferred.Experience independently managing detailed administrative processes and following work through completion.Experience working with older adults, caregivers, or culturally diverse communities desirable. Essential Duties and Responsibilities Customer and Subscriber ExperienceServe as a primary point of contact for current and prospective subscribers by telephone, email, website, and other communication channels.Respond promptly, professionally, and compassionately to customer questions, concerns, and service requests.Assist customers with enrollment, meal selections, account changes, delivery schedules, temporary holds, cancellations, billing questions, and other subscription needs.Explain program services, pricing, ordering procedures, delivery expectations, and customer policies clearly and accurately.Maintain detailed records of customer contacts, requests, complaints, resolutions, and follow-up activities.Take ownership of routine customer-service issues and coordinate timely resolution of more complex concerns.Provide courteous and patient assistance to older adults, caregivers, family members, and other customers.Help create customer-service scripts, frequently asked questions, standard responses, and subscriber communication templates.Assist with customer satisfaction surveys and other efforts to improve the subscriber experience.Identify recurring customer concerns and recommend changes to improve service quality and retention. Enrollment, Order, and Account AdministrationProcess and maintain subscriber enrollments, meal selections, account changes, service holds, cancellations, and related records.Review customer accounts and orders for accuracy, completeness, and consistency.Enter and update information in customer-management, ordering, billing, delivery, and related systems.Monitor order deadlines and follow up on missing, incomplete, or unclear customer information.Maintain accurate records of dietary preferences, delivery instructions, authorized contacts, and other relevant account information.Support the implementation and ongoing administration of the subscription-management platform.Assist in testing system changes, identifying technical issues, and coordinating resolution with vendors or IT support. Order Fulfillment and Delivery CoordinationReview and track daily and weekly meal orders, packing requirements, fulfillment status, and delivery schedules.Prepare and distribute order lists, production summaries, packing lists, delivery manifests, labels, route information, and related operational documents.Coordinate closely with kitchen, nutrition, delivery, and program staff to support accurate and timely order fulfillment.Confirm that customer orders, delivery schedules, special instructions, and service changes are communicated accurately to the appropriate teams.Track missed, delayed, incorrect, damaged, or incomplete orders and deliveries and coordinate corrective action.Help reconcile completed deliveries with outstanding orders and subscriber records.Maintain current records regarding delivery schedules, route changes, temporary service holds, special instructions, and customer availability.Identify order or delivery trends that may affect customer satisfaction, efficiency, or cost.Assist with contingency planning for delivery delays, holidays, kitchen disruptions, system outages, or other operational challenges. Billing, Payment, and Financial AdministrationAssist with payment processing, recurring payments, refunds, credits, discounts, promotional offers, and account adjustments in accordance with established procedures.Review subscriber accounts for payment issues, outstanding balances, duplicate charges, incorrect pricing, or other discrepancies.Support reconciliation of customer orders, payments, credits, refunds, and discounts.Maintain accurate and complete billing and payment records.Maintain appropriate separation of duties and follow established internal controls.Protect customer financial, payment, and personal information in accordance with JFSLA policies and applicable requirements. Business and Administrative OperationsHelp establish, document, and maintain the administrative systems and workflows needed to launch and operate the Subscription Meal Program.Maintain organized electronic and paper files, subscriber records, forms, correspondence, reports, contracts, and operational documents.Develop and maintain calendars, task lists, tracking tools, and project plans.Monitor deadlines, outstanding action items, and follow-up commitments.Schedule meetings, prepare agendas and materials, take notes, and track follow-up responsibilities.Draft routine correspondence, customer notices, internal communications, presentations, and program documents.Support the Director with calendar management, correspondence, research, data entry, document preparation, and special projects.Order program supplies and monitor inventory levels.Assist with marketing materials, communications to subscribers and maintaining website.Help maintain current contracts, vendor records, certificates, service agreements, and renewal dates.Recommend ways to improve efficiency, accuracy, customer service, and internal coordination.Anticipate administrative and operational needs and take appropriate action with limited direction. Reporting, Data, and Performance TrackingMaintain accurate program data and ensure information is entered consistently across applicable systems.Review program data for accuracy and investigate inconsistencies.Track key operational and customer-service measures established by the Director.Assist the Director in preparing monthly operational, financial, and performance reports.Identify patterns, trends, or recurring issues and bring them to the Director’s attention.Support data collection and documentation needed for business planning, budgeting, and program evaluation. Website, Marketing, and Subscriber CommunicationsEnsure website content related to meals, pricing, ordering, delivery schedules, frequently asked questions, and program policies remains current and accurate.Coordinate website corrections, updates, and technical issues with internal or external website support.Assist with email communications, newsletters, notices, promotional materials, and customer updates.Help maintain mailing lists, prospect lists, referral contacts, and community outreach records.Support community outreach, customer acquisition, promotional campaigns, special offers, and subscriber-retention activities.Coordinate the distribution of menus, flyers, brochures, enrollment materials, and other program information.Track inquiries and referrals generated through marketing or outreach efforts.Assist with social media, digital communications, or community presentations as assigned. Program Quality and ComplianceReview orders, customer accounts, reports, and operational documents for accuracy and completeness.Escalate food-safety concerns, dietary issues, delivery problems, customer welfare concerns, or other significant risks promptly.Maintain confidentiality and safeguard customer, financial, and organizational information.Follow JFSLA policies, customer-service standards, food-service procedures, financial controls, and applicable legal requirements.Support quality-assurance reviews and corrective-action follow-up.Collaborate effectively with Nutrition Services, Finance, Marketing, Development, Information Technology, Facilities, and other departments.Perform other related duties necessary to successfully launch, operate, and grow the Subscription Meal Program. Knowledge, Skills, and AbilitiesExceptional organizational, administrative, and follow-through skills.Strong attention to detail and commitment to accuracy.Demonstrated commitment to responsive, respectful, and solutions-oriented customer service.Ability to take ownership of assignments and independently resolve routine operational and customer-service issues.Ability to create order and structure in a developing startup environment.Ability to manage multiple deadlines, changing priorities, and frequent interruptions.Strong verbal and written communication skills.Ability to communicate clearly and professionally with customers, caregivers, staff, vendors, and community partners.Strong numerical skills and ability to review invoices, payments, credits, reports, and order information accurately.Proficiency in Microsoft Outlook, Word, Excel, and related office applications.Intermediate Excel skills, including the ability to organize data, use formulas, filter information, and prepare basic reports.Ability to learn and effectively use customer relationship management, subscription, ordering, billing, payment-processing, delivery, and reporting systems.Ability to document workflows and develop clear procedures, checklists, templates, and tracking tools.Sound judgment, discretion, initiative, and problem-solving ability.Ability to identify issues, gather relevant information, recommend solutions, and escalate concerns appropriately.Ability to work effectively with limited administrative support.Ability to work collaboratively while also performing responsibilities independently.Ability to interact effectively with individuals from diverse cultural, economic, social, and linguistic backgrounds.Commitment to JFSLA’s mission and to the success of a mission-driven revenue-generating business. Physical and Scheduling RequirementsAbility to work at a computer and communicate by telephone, email, and video conference for extended periods.Ability to occasionally lift and carry office or program materials weighing up to 20 pounds.Ability to move between office, kitchen, packing, and delivery coordination areas as necessary.Ability to work occasional early mornings, evenings, weekends, or holidays when required by meal-production, launch, promotional, or delivery schedules. Core CompetenciesAdministrative excellenceBusiness and operational awarenessCustomer-service orientationAccuracy and attention to detailOrganization and follow-throughInitiative and ownershipTechnology proficiencyData and reporting accuracyAdaptability and problem-solvingProfessional communicationCollaboration and teamworkConfidentiality and integrityCommitment to JFSLA’s mission and values This position reports to: Director, Subscription Meal Program Jewish Family Service is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.