Partner Services Specialist

General Description:

Partner Services Specialists provide customer service support to the Food Depository’s network of partners across Cook County. Partner Services Specialists promptly respond to partner and program inquiries by phone, email, and mail, while ensuring a prompt, professional, and courteous response. Additionally, Partner Services Specialists are familiar with all program activities and provide administrative support to all Food Depository food programs. Partner Services Specialists collaborate and communicate cross-team and cross-department to resolve issues and provide feedback and support.

Key Responsibilities and Essential Functions:

• Respond to partner and program inquiries including administration requests by phone, email, and mail, while ensuring a prompt, professional, and courteous response.
• Communicate and assist in the referral, technical assistance, and training to partners.
• Collaborate with other GCFD departments including Transportation, Finance, IT, and Operations to address service issues as they arise.
• Ensure administrative files are up to date and maintain file audit readiness.
• Ensure the accuracy of partner records, including within CERES and Find Food/Vivery, and assist with review and optimization of SOPs regarding data input and maintenance.
• Maintain strong knowledge of all program regulations and guidelines and performance standards established by the Food Depository and regulatory agencies.
• Maintain consistent, professional contact with partners, adhering to professional and ethical guidelines in all guest and partner interactions.
• Maintain accurate reports and assist as needed in preparing for audits of Food Depository records by government/monitoring agencies and Feeding America.
• Assist partners with the online ordering system and intake as well as troubleshoot any problems.
• Demonstrate initiative in seeking out and supporting additional projects.
• Manage administrative functions of specific programs as assigned.
• Collaboration & Partnership:
  • Collaborate with colleagues across teams to ensure partners are positioned for success in their food access programs.
  • Support partners during their food distribution activities as needed, ensuring best practices and client-focused programming.
  • Work with partner sites and the Training team to quickly resolve any outstanding compliance issues to minimize partner holds and ensure continuing support for the community.

• Other responsibilities as assigned.

Qualifications

• 2 years of customer service experience required.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate diplomatically and professionally, in both verbal and written forms.
• Pleasant, patient, and friendly attitude, along with great listening skills.
• Strong customer service background, interpersonal and problem-solving skills required.
• Stellar organizational and multi-tasking skills with attention to detail required; team player.
• Intermediate proficiency in MS Office: Word, Excel, Access, and Outlook highly preferred.
• Ability to work comfortably in a deadline-oriented environment.
• Bilingual (English/Spanish) desired.
• COVID vaccination is required for employment.

Exposure:

• Normal office environment with some exposure to a warehouse environment.
• Interacts with Food Depository staff, partner agencies, applicant agencies, funding organizations, community leaders, volunteers, and the public.

Benefits:

• Health, dental, and vision insurance coverage
• Employer-paid life and disability insurance
• Employee Assistance Program
• 403(b) retirement plan with employer contribution
• Generous paid time off
• Parental leave
• On-site gym
• $3,000 annual employer-paid ThrivePass lifestyle and wellness benefit program
• $250 employee referral bonus