Job Title Description: Customer Service Representative

Classification: Non-Exempt

Reports To: Customer Relations Manager

Summary/Objective

The Customer Service Representative is responsible for coordinating the food ordering process for member agencies by receiving and processing food orders from member agencies as well as performing various other administrative duties to support the process. 

Essential Functions

• Builds and maintains positive relationships with member agencies
• Receives phone calls, emails, on-line communications from agencies regarding food orders. Enters orders into system on an “As Needed” basis.
• Ensures delivery information is entered into the system and is communicated appropriately.
• Receives payments via Interoffice Mail via driver staff and forwards to accounting.
• Advises on purchased and other acquired food. Informs food purchasing department regarding increases and decreases in demand with respect to certain products as communicated through NIFB Agency Members. Promotes products to agencies as appropriate.
• Uses tools via the internet to communicate with agencies (e.g., promotion of certain products, other communications).
• Creates weekly and monthly orders for both the milk program and government programs
• Reviews and releases orders to operations.
• Provides updated information and/or requests regarding pick-up delivery schedules.
• Schedules pick-up appointments on an “As Needed” basis.
• Communicates necessary information to all Agency Relations Representatives; receives needed information from the Agency Relations Team as needed.
• Understands key customer individual needs and addresses them.
• Collaborates in cross department functions to coordinate various food delivery initiatives.
• Files daily invoices.
• Assists with yearly Holiday Meal Box Program.
• Performs other duties as assigned.

Required Education, Skills, and Experience

• High school degree.
• Two years’ experience in customer service or similar role. 
• Excellent customer focus.
• Excellent interpersonal skills.
• Excellent computer skills including data entry and experience working with databases, intermediate skills in Excel and Word.
• Attention to detail.
• Ability to multi-task.

 Supervisory Responsibility

This position does not have supervisory responsibility. 

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to communicate. This is largely a sedentary role; however, some filing is required. This would require the ability to move files, open filing cabinets and position self on a step ladder as necessary. The ability to handle boxes up to 30 pounds is required.

Position Type and Expected Hours of WorkThis is a part-time position. Flexibility in hours is allowed, but the employee must be available during the "core" work hours of 8:00 a.m. to 4:00 p.m. and must work 25-29 hours each week to maintain part-time status.

Remote Work

Based on the Remote Work Policy and the remote work evaluation, this position is not eligible for hybrid remote work.

Position Location and Travel

This position is based out of our West Suburban Center (Geneva) Location. Occasional localized travel to various events is required.

Our Commitment to Diversity, Equity and Inclusion (DEI)

Northern Illinois Food Bank will embrace opportunities to stand in solidarity with our community and center the voices of those most impacted by systematic injustices. We affirm our commitment to anti-racism, to gender equity, to allyship, and to fairness as we work towards a hunger-free future and to create a better and more just world. 

COVID Vaccination Policy

At Northern Illinois Food Bank, we take the health and safety of our employees, neighbors, and their loved ones very seriously. We have concluded that the best way to ensure the safety of these individuals is to require that all our employees be fully vaccinated for COVID-19. Please know that to become employed by NIFB (if otherwise eligible), you must provide satisfactory proof of vaccination. You will not be required to provide this proof unless and until you receive a formal job offer from NIFB. Please also know that NIFB will provide reasonable accommodations to qualified individuals who cannot receive the COVID-19 vaccination because of a disability or a sincerely held religious belief, practice, observance, or pregnancy. 

Background Check

All applicants who are offered employment with the Northern Illinois Food Bank will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation and drug test conducted in accordance with Northern Illinois Food Bank policy and state law.

Equal Opportunity Employment 

Equal employment has been, and will continue to be, a fundamental principle at Northern Illinois Food Bank where employment is based upon personal capabilities and qualifications without regard to race, creed, color, marital status, sex, religion, national origin, class origin, nationality, age, physical or mental disability, military status, sexual orientation, or any other legally protected class.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.