Partner Support (On-Site)
Job Description
The Support Specialist represents Roadrunner Food Bank by providing excellent customer service to both internal and external partners using multiple technology-based platforms.
Primary Responsibilities
· Generates orders for all RRFB programs and prepares orders for deliveries
· Responsible for releasing orders within Ceres
· Monitors storage and rotation of warehouse inventory using First In/First Out (FIFO) or First Expired/First Out (FEFO) method and reports activities where appropriate
· Responsible for the administration of Delivery and Distribution Change Form requests and creates standing appointments
· Utilize TEFAP percentages for each county to guarantee proper allocation quantities
· Processes billing and bill correction for granted programs: MFP, SHI, CHI, etc.
· Monitors not in stock reports to ensure order accuracy, and flags unusual activity or stagnant accounts during ordering
· Tracks and records call types and reasons, and compiles data for FSQ team to use from trend analysis and process improvement
· Communicates with internal functions (e.g. warehouse, transportation, food sourcing, programs, etc.) to coordinate appropriate delivery, pick up activities, and ensure order and delivery accuracy
· Provides both inbound and outbound communication to RRFB partners, and provides Ad Hoc process training to agencies to agencies to educate and reduce repeat calls
· Track and verify invoice, order confirmation, and system driven communication has been delivered and report out discrepancies
· Performs general clerical support and Ceres work as needed
· Supports the Partner Feeding Network via the Partner Support box, email and phone, and prioritizes customer service responses dependent on most time sensitive
· Provides overall support for partners regarding partner tools like Agency Express and scheduling information, order and item assistance as needed, and ensures partner ordering system dates follow defined guidelines
· Uses reporting tools to help problem solve issues that may arise concerning operations through the course of any given day
· Provides excellent customer service to all agencies, clients and donors, and helps to create and maintain standards for customer service
· Submission and follow up of corrective action report issues
· Displays passion and optimism for the work, provides vision and inspiration to peers, and exemplifies RRFB core values
· Participates in special projects as necessary
Knowledge, Skills, and Abilities
· High School Diploma
· Strong decision-making skills.
· Exceptional knowledge of Microsoft Suite of tools including Word, Excel, Outlook, and Teams.
· Ability to read reports or data spreadsheets and interpret data to determine course of action.
· Strong organizational skills, ability to multi-task, keep documents and files organized, and the ability to prioritize multiple tasks and work under deadlines; show initiative and flexibility.
· Strong customer service skills and the ability to work with diverse groups of people ranging from coworkers to outside stakeholders.
· Ability to learn new software programs and work within structure.
· Strong communication skills and ability to build relationships.
· Bilingual in Spanish preferred
Physical Environment
· Primary work is split between office and warehouse environment
· Some work is outside, and employee may be exposed to extreme hot or cold temperatures
· The employee is frequently exposed to moving mechanical parts
· The noise level in the work environment is usually loud
· Extensive computer operation with repetitive finger movement