Customer Service Coordinator

Job Description

Job Description

Description:

Second Harvest Food Bank of North Central Ohio, a non-profit organization, grows hope in our region by creating pathways to nutritious food. Second Harvest secures and distributes over 11+ million pounds of food and grocery products annually and works in partnership with 127-member partner charities and 10+ school districts, including food pantries, hot meal programs, emergency shelters, mobile pantries, senior food delivery and after-school programs throughout Crawford, Erie, Huron and Lorain counties.

Schedule: Monday – Friday, 7:30 AM – 4:00 PM. On an as-needed basis, work schedule may change at the discretion of Second Harvest. Change(s) in work schedule will be communicated to employees in advance of the change(s) taking place. Overtime is required on an occasional basis, based on business needs.

Supervisor : Director of Operations

Status: Full-Time, Non-Exempt

Job Summary: The Customer Service Coordinator is responsible for fostering a positive relationship with partner charities, donors and the operations team. Responsibilities include customer service, order processing and coordinating logistics including driver delivery schedule, donation pick-ups and small product donation deliveries.

Responsibilities:

Order Processing

• Ensure a smooth, efficient and accurate ordering process.
• Review Agency Express orders and create new orders as needed including modifying and cancelling orders as needed.
• Inform partners of product shorts or changed to their order in a timely manner.
• Answer questions about Agency Express, the ordering process and specific products. Refer partners and new shoppers to Program & Partner Services for more extensive training on Agency Express.
• Create daily picks for warehouse staff and updating Ceres with completed picks.
• Updates orders with request for extra perishable product (e.g. bread, pastry, produce, frozen, refrigerated) for pick-up or delivery orders.
• Communicate any order changes to warehouse.

CSFP (Commodity Supplemental Food Program) for Seniors

• Processing CSFP orders on a monthly basis for all CSFP programs.
• For direct distribution from Second Harvest, reconciles number of boxes distributed for month.
• Communicates with warehouse team for staging requirements for direct distributions & direct deliveries.

Partner Charity Relationship

• Work closely with partner charities and warehouse staff to resolve conflicts effectively and ensure a positive experience for partner representatives.
• Provide information to partner charities including, but not limited to, food grants, billing and payments; and agency vehicle indemnification agreements.
• Notify Program Engagement Coordinator of updates to agency accounts or concerns regarding partners.
• Communicate partner requests for technology needs to Program & Education Coordinator (e.g. hot spots, Chromebook).
• Sending our communications to partners on operations updates (e.g. warehouse closures, holiday schedule changes, etc.).

Logistics Coordination

• Maintain Outlook calendar of driver schedules for deliveries, pick-ups and direct distributions.
• Prepare daily driver paperwork.
• Review driver schedules on a daily basis and notify Director of Operations of delivery cancellations or additions.
• Communicate delivery changes to partner network (e.g. driver delays, snow days, holidays, etc.)
• Act as the main contact for partner charities appointments on delivery schedule, including rescheduling for holidays and adding partners to the delivery schedule.
• Act as the main contact in operations for scheduling of driver pick-ups and small donation drops (e.g. food drive).
• Coordinate with Director of Operations about donation pick-ups.
• Coordinate logistics between donors and appropriate staff members to ensure successful receipt of individuals or ongoing donations through food drives, select retailers etc.

Reporting & Meeting Requirements

• Work with Director of Operations to schedule weekly operations meetings.
• Receiving retail donations into CERES.
• Maintain driver schedules on a daily, weekly and monthly basis.

General Responsibilities:

• Coordinate with other departments when necessary to ensure efficient operations.
• Uphold the values and mission of Second Harvest at all times.
• Display courtesy and respect at all times to Second Harvest employees, volunteers, board members, donors, partner charities and the general public.
• Maintain confidentiality in all matters pertaining to Second Harvest and the network of partner charities
• Other duties as assigned.

Qualifications:

• Two (2) years of experience in Customer Service and/or Accounting / Bookkeeping.
• Excellent planning and organizational skills.
• Experience with inventory and/or accounting software.
• Self-motivated and self-directed with an attention to detail.
• Highly developed oral, written, and computer skills including MS Office.
• Ability to work in partnership with other staff.
• Valid Driver’s License.

Education /Training:

• Associate’s Degree or Equivalent Experience.
• Completion of SERV Safe Food Safety Certification.
• Certified in CPR/AED & First Aid every two years.
• Complete USDA Civil Rights Training for Food Distribution annually.

Physical Requirements and Working Conditions:

• General office environment.