Associate, Partner Relations
About The Position
Cradles to Crayons is a leader in collaboration, building partnerships and raising awareness about the importance of essential items for families in need. We collaborate with a network of over 100 Service Partner organizations located across the Commonwealth and provide them with high quality, individually tailored items for children from birth through the age 12. This network of Service Partners includes schools, hospitals, head start programs, homeless shelters, community centers, early intervention programs and more. The Partner Relations Associate role is based in our Giving Factory and facilitates the distribution of our essentials to partner organization. The person in this role is responsible for building relationships with our partner account holders, managing partner orders, and providing excellent customer service within this network of Service Partners.
Requirements
- Fluent in Spanish
- Bachelor’s degree preferred
- 3 year’s relevant work experience required
- Excellent written and verbal communication skills
- Strong customer service experience required
- Proficient with Microsoft Office Suite (Outlook, Word, and Excel)
- Organize information and pay attention to detail
- Maintain a safe working environment
- Work independently, under supervision, and in a team-based and goal-oriented environment
- Follow detailed instructions
- Lift up to 50 lbs
Nice To Haves
- Background in community engagement or grassroots organizing a plus
- Spanish proficiency or fluency a plus
Responsibilities
- Model and lead a positive “One Cradles” culture, underpinned by Cradles’ Cultural Values and related behaviors
- Provide excellent customer service to Service Partners by greeting them upon arrival, locating completed orders, assisting in getting orders to the point of transportation, and offering assistance with donation loading
- Ensure quality correspondence with Service Partner account holders regarding their orders, accounts, partnership questions, and more through the partner relations email inbox and phone line.
- Provide technical support to partners using the online ordering system aka “the portal”
- Assist Account Holders going through the application process including creating new accounts and reactivating existing accounts in the database.
- Lead new partner onboarding via partner orientations, trainings, and more; provide one-on-one support to new account holders.
- Update Account Holder training materials as needed
- In collaboration with Partner Relations Manager and Operations Director, manage item availability in the “partner portal”
- Ensure that all guidelines and contract standards are executed; ensure that all paperwork and contracts are current and effectively managed.
- Work collaboratively with Production Team to prepare orders for fulfillment each week
- Oversee the daily distribution of orders and coordinate pickups with Partner account holders
- Supervise our expedited Emergency Order fulfillment and distribution
- Ensure data integrity by: Closing out orders in the online database as they are picked up Accurately recording any items that are either cancelled or added at the time of pick-up Reviewing and maintaining accurate account holder information
- Assist with special distribution events as needed
- Effectively communicate with Service Partners around compliance of pick-up and order etiquette
- Help maintain general warehouse cleanliness and organization
- Manage the “Partner Shelf” by ensuring appropriate items are offered, and any tracking of items distributed is efficient and accurate
- Manage special distributions ie, Back to School Events, partner appreciation events/efforts, Everyday Essentials Program deliveries
- Maintain Family Assistance resources, creating and updating town one pagers, updating website search feature, ensuring timely updates for accurate support to families seeking assistance
- In collaboration with the Partner Relations Team, prepare and send monthly newsletter to Everyday Essentials Program active Account Holders
- Work with Partner Relations Manager to conduct partnership waitlist review sessions and onboard new partner organization
Benefits
- Health benefits including medical, dental, vision and a Health Reimbursement Arrangement
- A monthly cell phone and internet usage stipend
- Employer-sponsored short- and long-term disability and basic life insurance
- Retirement plan matching
- Annual professional development stipend
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What This Job Offers
Career Level
Entry Level
Number of Employees
1-10 employees
