Coordinator, Customer Relations

The Customer Relations Coordinator is responsible for supporting the daily flow of food through CAFB’s online ordering and on-site distribution system, which provides key staples and nutritious items to CAFB’s 450 Food Assistance Partners and internal programs. The Customer Relations team is the first and primary point of contact between the Food Bank and our community Partners and interacts with a variety of additional visitors daily. The Customer Relations Coordinator provides customer service to community partners throughout the ordering and distribution process. As a key representative of the food bank, the Customer Relations Coordinator provides a positive experience for Partners while simultaneously meeting time-sensitive deadlines and attending to issues as they arise. The Customer Service team works closely with the various departments, including Operations, Transportation, Finance, Regional Teams, and ERP. The Customer Releations Coordinator leads communication with these departments to resolve issues affecting our Partners and create solutions to further CAFB’s mission. He/she not only responds to issues but actively looks for ways to improve our internal processes. He/she plays an integral role in ensuring that reoccurring issues and gaps in policy are identified and addressed. He/she reinforces cross regional and departmental continuity for all customer service policies and procedures to ensure a consistent and positive experience for Community Partners.

Essential Functions:

Cross-Departmental Support — 30%

• Collaborate with other departments to find integrated solutions to problems affecting our Partners and support development of policies and procedures regarding partner support issues.
• Act as a liaison to regional coordinators and communicate relevant information.
• Provide strategic thought partnership in regional work where needed.
• Connect Customer Relations department work to organization’s larger strategy.

• Proactively look for ways to optimize Customer Relations processes and/or create new, more efficient processes.
• Inform internal stakeholders about feedback from our Partners in a timely and effective manner to advance the fulfillment of CAFB’s mission.
• Ensure ordering website homepage is updated with relevant information for partners on a regular basis.
• Initiate and support changes to ordering website in line with partner feedback and in coordination with ERP team.
• Support Manager in maintaining a comprehensive, up to date SOP.

• Effectively monitor communication channels and shared systems between Customer Service and other CAFB departments to ensure timely resolution of Partner issues.
• Communicate with the Regional Teams during the onboarding process for new Partners and about any Partner challenges
• Communicate with the Operations department, especially the Pulling, Inventory, and Transportation teams regarding Partner orders
• Attend meetings across the organization to provide a representation of our department and partners.

Customer Relations – 60%

• Deliver “Smart Shopping” training to Partners on a regular basis, providing key information about ordering policies and procedures.

• Provide technical assistance to Partners as they navigate our ordering website

• Communicate and enforce CAFB policies and procedures and escalate concerns as needed
• Issue returns and credit memos as needed
• Monitor and respond to all incoming Customer Service tickets, emails, and phone calls
• Maintain and monitor the delivery/pickup appointment calendar and delivery routing system
• Troubleshoot Partner concerns regarding order fulfillment, food quality, deliveries, invoicing, grants, etc.
• Communicate and enforce CAFB policies and procedures and escalate concerns as needed

Distribution Network Evolution (DNE) – 10%

• Support all project outreach efforts, including planning, maintaining tracking documentation and databases, and internal reporting.
• Liaise with other programs, finance, and administrative teams within the organization and contribute to the organization’s overall inter-departmental effectiveness.
• Assist to actively track partners performance, provide feedback, guidance, and assistance as needed to ensure proper project implementation.
• Support projects as needed

Miscellaneous

• Performs other related duties as assigned.