Customer Service / Field Service Rep (Non-Profit)

This position provides customer service support to prospective and participating agencies. The position will also assist with the evaluation, enrollment, orientation and monitoring of existing and new agencies. They will also provide guidelines to agencies regarding the storage and distribution of food, record-keeping practices, and maintenance of standards.
This role physically monitors prospective and participating agencies and provides technical assistance according to established guidelines. They are responsible for coordinating food deliveries on a weekly basis with agencies, Inventory Control and the Operations team. They will also collaborate with internal departments to find solutions to the logistical challenges of perishables, Emergency Food Assistance, and other programs.

Duties and Responsibilities:

• Provides in-house and on-site technical assistance to prospective and participating agencies to include, but not limited to, the following:
  • Storage and distribution of food received.
  • Proper maintenance of food distribution and food recipient records.
  • Proper adherence to food recipient qualifying requirements as mandated by federal, state, and our organizational guidelines.
  • Training of Agency Express program.
• Provides customer service to clients and prospective or existing agencies and assists with conflict resolution regarding pick-ups, deliveries, ordering, reports, and other related topics.
• Maintain a comprehensive understanding of our ordering system to assist agencies and other departments with troubleshooting orders. This includes staying updated on system functionalities and procedural changes.
• Provides program orientations as needed to new and existing agencies.
• Facilitates the creation and distribution of Agency ID cards, coordinating with other departments to complete this process.
• Assists with preparing program reports.
• Assists/attends departmental activities such as the new agency orientations, Annual All-Agencies Conference, and other meetings as directed by the manager.
• Responsible for receiving and maintaining current agency insurance policies and food safety certificates for all partner agencies.
• Assists in database maintenance, data entry, and other administrative functions as required.
• Travel to (using a personal vehicle) various sites throughout Los Angeles County to monitor prospective and participating agencies according to established guidelines.
• May be required to work on weekends and evenings.
• Works effectively with other staff members at all levels of responsibility within the Organization
• Performs other such duties as assigned by the manager.
• Must be able to work Monday – Friday from 8:30am - 5:00pm.

Qualifications:

• 2 years of experience in customer service, or a related field.
• Associate’s degree and/or vocational training is desirable
• Bilingual English/Spanish is highly desired.
• Computer literate (Microsoft Office – emphasis on Excel).
• Ability to work cohesively as a team as well as work independently, demonstrating a service-first ethic.
• Great interpersonal, written and oral communication, and customer service skills
• Ability to compose and/or edit business correspondence, ensuring well-prepared memos and documents convey accurate meaning prior to distribution.
• Well-organized and detail-oriented, highly adaptable, and able to maintain challenging projects.
• Excellent interpersonal communication skills with strong relationship-building skills.
• Must be proficient in a variety of computer software applications in word processing, spreadsheets, databases, and presentation or online platforms.
• Highly adaptable, flexible, and attentive to details.
• Tactful, empathetic, and able to maintain confidentiality.
• Desire to work in non-profit or social service settings is highly preferred
• May be scheduled to work weekends, nights, or be on-call as a regular part of the job.
• Valid CA Driver’s License and access to a reliable and insured vehicle. Required to travel within Los Angeles County. May be scheduled to work in office at one or both of our locations.
• Passion for Community Service and helping those in need. Commitment to the seven values of: respect, stewardship & accountability, collaboration, urgency, service, integrity, and diversity.