Customer Service Coordinator

Who We Are:

The Atlanta Community Food Bank is working to end hunger in our community with the food, people and big ideas needed so that no one worries about where their next meal is coming from. Since 1979, we’ve been providing food for a growing network of nonprofit partners – including food pantries, community kitchens, childcare centers, night shelters and senior centers. We currently serve more than 700 partners in 29 counties across metro Atlanta and north Georgia.

Where You’ll Work:

Network Services and Programs / Partner Relations

About the Role:

The Customer Service Coordinator provides information and assistance to partner agencies in person or by phone, email, or written correspondence. In this role, the successful candidate will interact directly with our Partner Agencies to answer questions, solve problems, provide education, and maintain the organization’s reputation for high quality service with prompt response time. This position reports to the Senior Manager Customer Service and Compliance.

What You’ll Do:

Customer Service:

• Assists customers in-person or remotely; determines nature of problem or request and responds or directs individuals to correct resources in a timely manner.

• Resolves agency account issues within reasonable time limits and follows up to ensure a proper resolution has been implemented.

• Supports agency communication, including providing updates on availability of product, process changes, etc. and helps resolves incidents as needed

Data and Administration:

• Coordinates administration of the Food Bank’s online ordering system and processes, including sync, creation of new orders, updates, promotions and discounts, contributions, etc.

• Support transactional processing of order scheduling, pickup, deliveries, etc.

• Updates/Maintains Program Order Management (MFP, SMP, CSFP, etc.)

• Coordinates share fee adjustments, agency Credit/Debits, and invoicing

• Provides support on other projects as needed.

Our Inclusive Hiring Process:

At the Atlanta Community Food Bank, we are dedicated to building a diverse and inclusive workplace. We understand that skills can be gained through a variety of experiences – educational and work. Towards that end, our Inclusive Hiring process is grounded in a skills-based hiring approach. That means, we are looking for resumes that demonstrate key transferrable skills that can be applied to our job roles to support both our mission and culture.

Key Competencies we look for in All our Food Bankers are:

• Customer Focus

• Decision Making

• Accountability

• The Ability to Navigate Change

If you’re excited about this role and can clearly demonstrate these and the other skills named below, we encourage you to apply.

What You’ll Need: Skills and Experience your resume should demonstrate:

• History of providing great customer service, including reviewing situations, communicating effectively with customers, and problem solving/resolving issues

• Demonstrated experience working in a fast-paced work environment and interacting with diverse groups of people in a professional manner.

• Successful work history of clearly articulating concepts and/or processes into terms that customers can understand

• Successful work history of support to customers via phone, email and in person, working through a variety of time sensitive and detail-oriented issues daily to help customers, and proactively taking steps to ensure a quality experience for customers.

And You'll Love this Position if:

• You are passionate about helping others and believe in the mission of the Atlanta Community Food Bank – To fight hunger by engaging, educating, and empowering our community.

• You enjoy coming?up with creative ideas and seeing the results of your plans while working?in a positive community environment.

• You have the ability to prioritize, collaborate and multitask.

There may be some Physical Demands and Travel:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employees are?routinely required to lift 25 lbs.

• Expected travel time for this position is up to 10% per year

Expectation:

We are committed to providing employees with an environment of mutual respect in which the values of Diversity, Safety, Continuous Improvement, and Hard Work are supported and encouraged.? We work diligently to engender fairness, responsibility, trustworthiness and teamwork to advance our mission: To fight hunger by engaging, educating and empowering our community.?