The Partner Services Supervisor leads a team of employees who are responsible for responding to the administrative needs of hundreds of food program community partners across Cook County. Community partners are central to our efforts to end hunger, so we strive to provide them with excellent customer service.
To efficiently and effectively operate food access programs, community organizations need to be equipped with information regarding the availability of food, trainings, new technologies and new programs. To support sharing of information, the team is responsible for communicating with community partners via newsletters and other channels. The team is committed to ensuring all partners are informed of what is available to them, while also answering questions in a timely manner both over the phone and via email.
To ensure excellent service to community partners, the Supervisor is responsible for training all staff, establishing and monitoring service metrics, and identifying ways to improve processes, enhance the overall partner experience and increase team productivity. Several database systems are used to manage community partner information, so the Supervisor will become the leading expert in operating and managing these systems, and will be responsible for using them to optimize service and making the most of the software’s capabilities. The team also supports special Food Depository projects including but not limited to mobile food distributions and managing audit files.
Key Responsibilities and Essential Functions:
Lead and coach the Partner Services team in their day to day efforts to provide excellent customer service to nearly 700 program partners that order and receive food from the Food Depository for local distribution.
Ensure all phone/email inquiries from community partners receive an accurate and timely response.
Support community partners’ administrative and problem-solving needs, and act as an internal resource for partners by linking them with appropriate resources and services within the Food Depository.
Collaborate with other Food Depository departments including those responsible for community engagement, programs, transportation, operations, and supply chain management to ensure all the appropriate responses to inquiries are on file.
Ensure Ceres order and inventory management and CRM databases are updated and accurate; trouble-shoot all system issues to resolution.
Responsible for maintaining standard operating procedures, community partner files, training documents and related collateral in a way that is organized, efficient, up-to-date and easy to access.
Manage a set of special projects including CEDA produce, Mobile Programs, training manuals for existing and new programs.
Bachelor’s degree and/or relevant experience in social service or social project management
Ability to communicate diplomatically in both verbal and written form
Excellent customer service and interpersonal skills
Strong organizational skills and attention to detail are essential
Aptitude for analyzing complex and technical problems, and implementing solutions to optimize processes and results
Strong proficiency in MS Office- Word, Excel, Access, and Outlook highly preferred.
Strong computer and database knowledge. Ceres experience a plus, or experience with other ERP systems
Demonstrated initiative in identifying and acting upon process improvement opportunities and taking on special projects
Ability to take directions and adapt to a fast-paced changing environment
Must be proactive and demonstrate drive for results and solutions
About Greater Chicago Food Depository
The Greater Chicago Food Depository, Chicago’s food bank, is a nonprofit food distribution and training center providing food for hungry people while striving to end hunger in our community. The Food Depository, founded in 1979, makes a daily impact across Cook County with a network of 700 pantries, soup kitchens, shelters, mobile programs, children’s programs, older adult programs and innovative responses that address the root causes of hunger. Last year, the Food Depository distributed nearly 70 million pounds of shelf-stable food, fresh produce, dairy products and meat, the equivalent of 159,000 meals every day.