Senior Partner Services Advisor

Senior Partner Services Advisor

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 Senior Partner Services Advisor works closely with Second Harvest Heartland's Hunger Relief network to maximize network efficiencies through effective resource allocation, streamlined food distribution and product movement, and exceptional customer service 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 to build strong, constructive relationships with a broad range of individual and organizational partners.

Duties and Responsibilities

• Customer Experience & Support
• 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 issues and make key decisions that improve our customer experience.
• 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 partner feedback is shared internally with team members and immediate problem resolution occurs with partner agencies.
• 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, support, and make decisions around 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, identify 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.
• Track and communicate to Partner Services Manager and Partner Operations team any emerging trends or challenges of 1) partners' ability to remain in compliance with regulations, 2) supporting the operation of partner organizations, and 3) general partner disposition towards relationship with SHH.

• Internal Process Navigation
• Maintain expertise on internal processes related to food distribution to successfully coordinate logistics to support teams in onboarding new partners and working with existing partners
• Track interactions and work with partners, keeping leadership and relevant internal teams updated.
• Partner with internal teams as needed to advance their work (for example, support the Advocacy Team with connection to partners and neighbors as requested or with Development to provide narratives reflective of what is happening in community).
• Liaise between internal teams and operations & transportation teams
• Keep stakeholders updated with strong ability to communicate, while making decisions independently to support our internal processes

• 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 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.
• Consistently manage inventory in NetSuite, including milk allocations, adjusting backorders lines, and managing internal sales order for specific partners.
• Provide orientation and coaching support for new and current staff at SHH and at Agency Partners as related to all regulatory requirements and best practices for meeting them.
• Lead and/or support special initiatives and projects as requested, such as monitoring tools and process development, partner network communication related to compliance, training curricula development, and design of job aids that help Agencies and/or SHH improve operations

• 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.
• Stay informed and serve as technical expert on all regulatory, operations, and compliance standards and industry trends (e.g. government, Feeding America, and SHH).

• 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.

Values

• We Deliver: We use our head and heart to make decisions, we make the best use of donor dollars, and we achieve results safely and reliably.
• We Lead with Our Hearts: We keep our neighbors, partners, and teams at the center of our work. We seek to understand and anticipate their needs.
• We are all in this Together: We collaborate, internally and externally. We communicate openly, seeking feedback and sharing knowledge.
• We Innovate: We seek out bold new ideas, we embrace change, and we commit to continuous improvement for ourselves and our work.
• We Believe our Differences Make us Stronger: We value inclusion and embrace the variety of backgrounds that make up our team and our community. Our different experiences and perspectives empower us to fulfill our mission

Required 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 database management and data entry including experience with NetSuite inventory management system required.
• Intermediate knowledge of Microsoft Office Suite.
• Demonstrate ability to display empathy to troubleshoot and resolve customer issues.
• Experience in working on inter department teams.
• Ability to work as part of a team and independently with minimal supervision

Desired Qualifications

• Proven ability to effectively solve time sensitive related issues and/or concerns.
• Intermediate knowledge of the NetSuite inventory management system desired.
• 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.
• Ability to work effectively with individuals and communities with barriers to accessing food resources/SNAP.
• Must be flexible to work additional hours as necessary to meet time-sensitive tasks on a daily or weekly basis.

Second Harvest Heartland is an equal employment opportunity employer.