Partner Solutions Representative

Position Title:  Partner Solutions Representative 

Classification:  Non-Exempt 

Reports To:  Partner Solutions Manager

Location: Denver

Summary                                                            

As one of the largest Food Banks in the United States, Food Bank of the Rockies is passionate about ensuring every community member has the resources they need to thrive. Supporting our Colorado and Wyoming communities begins with passionate, mission-driven individuals. 

The Partner Solutions Representative is a primary point of contact for our Hunger Relief Partners' inquiries. This role is responsible for supporting our Community Connectors, Food for Kids, Government Programs, and Mobile Pantry teams with one central intake/resolution service to include all Denver-based Programs. This includes championing the success and launch of a Partner Support Desk for all programs and requires a strong knowledge of Food Bank of the Rockies’ programs and systems to satisfy partner inquiries to increase customer satisfaction and service.  This role actively engages all Hunger Relief Partners to help with incoming questions/problems that must be resolved.  This role requires excellent customer service skills, telephone, etiquette, and good communication with Hunger Relief Partners and Food Bank of the Rockies staff.

Food Bank’s team is dedicated to creating an efficient food distribution network to eliminate hunger. Staff are committed to embodying organizational values and mission in all activities.

If you are looking for a mission-focused organization where innovation and teamwork are encouraged and new ideas are valued, then this is an ideal position for you.
 

Mission: We ignite the power of community to nourish people facing hunger

Values: Service; Integrity; Diversity, Equity & Inclusion; Collaboration; Innovation

Essential Responsibilities:

• Responsible for receiving partner calls and emails; creating a help desk system ticket; handling questions/issues that need to be resolved
• Primary resource for managing help desk ticket queues to determine when to escalate to other departments  
• Respond to partner inquiries directed through Partner Support line ensuring all departments are involved, and track each request/issue to ensure a timely resolution in the help desk ticketing software
• Knowledge of all programs and related technology and systems used by Hunger Relief Partners to identify and respond to inquiries
• Effectively communicate across multiple departments through help desk software (CERES and ERP) and other available tools to assure key staff are updated regarding partner interactions  
• Provide back up to the order window  
• Pulls ticket analysis reports for management as needed
• Assists with other duties as assigned

People-Focused Commitment: 

• Conduct work with a culture of respect for all people and experiences
• Perform both internal and external work in a way that is equitably inclusive and effective within our diverse communities
•  Regularly assess work and support changes to remove barriers, build systems that address inequities and integrate equity and inclusiveness into all areas of work.

Required Knowledge, Skills, and Abilities: 

• Commitment to fulfilling the mission of Food Bank of the Rockies; represents the Food Bank of the Rockies brand in a positive manner internally and externally
• Ability to provide excellent customer service and communicate effectively with a wide range of constituents
• Able to interact with others in a diplomatic, courteous and positive manner
• Strong work ethic, including organizational, multi-tasking and time management skills
• Demonstrated ability to work independently; self-directed, proactive and independent problem solver
• Proficient in Microsoft Word and Excel; strong data entry skills
• Ability to effectively communicate with, influence and get work done through others
• Ability to communicate persuasively and articulately both verbally and in writing
• Comfortable with public speaking and delivering training sessions to large groups

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Sitting and standing for long periods, walking intermittently
• Using office equipment such as computer, mouse, keyboard, printer
• Indoor office environment frequently; outdoor work environment occasionally

Required Qualifications:

• Commitment to fulfilling the mission of Food Bank of the Rockies; represents the Food Bank of the Rockies brand in a positive manner internally and externally
• Ability to provide excellent customer service and communicate effectively with a wide range of constituents
• Able to interact with others in a diplomatic, courteous and positive manner
• Strong work ethic, including organizational, multi-tasking and time management skills
• Demonstrated ability to work independently; self-directed, proactive and independent problem solver
• Proficient in Microsoft Word and Excel; strong data entry skills
• Ability to effectively communicate with, influence and get work done through others
• Ability to communicate persuasively and articulately both verbally and in writing
• Comfortable with public speaking and delivering training sessions to large groups

Expected Hours of Work:

This role is considered non-exempt full-time working approximately 40 hours per week and is eligible for overtime for any hours worked over 40 in a workweek. Work schedules vary each week and consist of weekdays, evening and occasional Saturdays. Local travel only, no overnight trips are required.

To Apply:

Apply online through www.foodbankrockies.org/careers. Applications will be accepted until February 28th.

Thinking about applying?

True passion and excitement for making an impact are just as important as work experience. 

We encourage you to apply even if you feel you don't check every box in this posting.

Food Bank of the Rockies is an Equal Opportunity Employer (EOE), M/F/D/V/SO. We are committed to providing reasonable accommodations to applicants with disabilities in order to participate in the application or interview process. If you require any accommodation, please contact us at hr@foodbankrockies.org or 303.371.9250.