Supervisor, Retail Rescue

The Supervisor, Retail Rescue is tasked with maintaining daily operations of the Retail Rescue Program within the Food Programs team. The Community Partnerships department is responsible for managing the relationships with and compliance of all community partners within the Philabundance member network. The Food Programs team is responsible for the distribution of food and adherence with programmatic guidelines.

The Retail Rescue program connects local, regional and national grocery retailers and restaurants with Philabundance community partners to reduce food waste and get safe, high-quality food to our neighbors in need. As the first point of contact for Retail Rescue community partners, the Supervisor will provide exemplary customer service and promptly address needs and concerns, while offering support and resources that engage partner representatives to conduct pickups at local retailers and submit necessary reports. The Supervisor is also responsible for managing a Retail Rescue Coordinator.

The Supervisor, Retail Rescue must be able to effectively guide and influence community partner representatives by providing them with education, support, and solutions. Negotiating and identifying methods for food to be transported, distributed, and tracked are critical skills for the foundation of this role’s ability to impact those in need. The Retail Rescue Supervisor must be able to build professional relationships which align with the Philabundance mission.

Primary Responsibilities:

• Manage team resources to ensure appropriate support is available, this includes but is not limited to work planning, attendance, performance, training, and staffing.
• Exemplify a high level of positive customer service; professionally communicate with community partner representatives/volunteers in a courteous manner and respect partner personnel and clientele.
• Coach and train a Retail Rescue Coordinator to ensure high levels of positive customer service to community partners, how to professionally communicate with community partners in a courteous and effective manner, and how to train community partners in safe food handling.
• Oversee daily workflow of Retail Rescue team and a Retail Rescue Coordinator.
• Collaborate with Community Partnerships to keep all colleagues up to date on community partners’ programmatic status
• Oversee the onboarding and training of new community partners in safe food rescue practices for Retail Rescue
• Coordinate program analysis and forecasting to develop ongoing strategy for agency enablement
• Collaborate with Food Sourcing to pair donors with Retail Rescue enabled agencies for ongoing and weekly direct link and retail delivery opportunities.
• Ensure community partners follow safe food handling practices and are compliant with Feeding America donation guidelines.
• Act as primary contact for Retail Rescue partner pickup issues and emergencies; collaborate with Food Sourcing team to mediate issues involving donors
• Coordinate one-time pickups with community partners
• Establish and maintain standard operation procedures for response times, quality levels and customer satisfaction metrics.
• Maintain accurate community partner records in program database and inventory software; document issues and resolutions using program tracking tools.
• Manage personal performance and ensure daily, weekly, quarterly, and overall tracking of activity and level of goal achievement.
• Ability to leverage work habits to incorporate efficiencies, prompt response, data analysis and organizational requirements.
• Manage the integrity and timely reporting required with Retail Rescue partners.
• Execution of competing priorities with consideration for complex needs such as location, temperature, and capacity.
• Strong and creative problem resolution is expected; coordinate with internal departments and collaborate with agencies as needed to reach goals.
• Cultural awareness and expression; understands and respects how ideas and meaning are creatively expressed in a variety of cultures.

Education Achievement:

• High School Diploma or GED preferred.
• Serve Safe Certification preferred. Must be able to certify within 30 days of hire.

Work Experience:

• Minimum of 3 years in given expertise directly connected to this role.
• Previous experience handling escalations, providing solutions, and leading directly or indirectly.
• Previous data management experience with deadline, reporting and status activity noted, real time.
• Experience working in a team environment where solutions, teamwork and collaboration were heavily utilized to meet a goal. This could be in a work, academic, volunteer or project environment.
• Experience communicating or public speaking with a diverse audience with the intent to achieve action and influence.
• Experience managing projects or activities with competing priorities.
• Experience tracking projects or activities which include deadlines, collaboration, multiple contacts, follow up and multiple locations.

Preferred:

• Experience leading and influencing others in a team environment providing input on performance, goals and deadlines and quality of product and work levels.
• A minimum of 2 years of experience in administration, customer service, logistics or purchasing within a cohesive effective team environment. Ideally in role involving high people contact role with problem solving.
• Previous experience working with low-income or other transitioning community of people highly preferred. A robust knowledge of the issues facing people living at or near the poverty line, recovery, and reentry into the work force highly preferred.
• Knowledge of food distribution, logistics and handling a plus.