Coordinator, CSFP Customer Service

Capital Area Food Bank•Washington, DC

12d

About The Position

The CSFP Customer Service Coordinator manages and enhances support for Commodity Supplemental Food Program (CSFP) clients at the East Capitol Walk-In Center. The role provides direct program assistance and coordinates related services, including fresh-produce distribution and Senior Farmers Market Nutrition Program (SFMNP) activities. In coordination with the team, the coordinator helps establish customer-service and client-account-management standards. The Commodity Supplemental Food Program is a USDA program providing monthly healthy grocery packages and nutrition education to seniors at risk of hunger. The Capital Area Food Bank operates CSFP as Grocery Plus in Washington, DC, and My Groceries To Go in Montgomery and Prince George’s Counties, Maryland. In DC, CSFP is combined with SFMNP, which provides electronic benefit cards for fresh fruits and vegetables annually. The Capital Area Food Bank executes both DC programs under the oversight of DC Health. The position works primarily in an office in Southeast DC, as well as in a warehouse and community settings. It involves regular local travel throughout DC and to the Food Bank’s main branch and collaborative events. Regular hours are Monday through Friday, 8:00 a.m. to 4:30 p.m.; extended hours may be required when necessary and for special events. The role reports to the Senior Manager, Senior Hunger Strategies.

Requirements

High school diploma or GED.
Valid driver’s license.
Reliable transportation.
Ability to navigate Washington, DC by car and travel to underserved communities.
Excellent interpersonal and communication skills.
Ability to multitask and work to regular deadlines.
Ability to work independently and collaboratively.
Working knowledge of the DC Metro area.
Proficiency with Microsoft Office Suite or related software.
Aptitude for working with community and faith-based organizations.
Creative approaches to meeting challenges.
Ability to conduct training and make group presentations.
Sensitivity when working with diverse populations.

Nice To Haves

Associate degree preferred.
Two to three years of customer-service experience in a nonprofit environment preferred.
Working knowledge of nutrition and food-access issues is a plus.
Spanish fluency preferred.

Responsibilities

Support and promote the mission of the Capital Area Food Bank and the Commodity Supplemental Food Program.
Lead Walk-In Center CSFP services, including client intakes, package distribution, and client account management.
Distribute Senior Farmers Market Nutrition Program benefits to Walk-In Center clients.
Account for CSFP packages delivered to, stored at, and distributed from the Walk-In Center.
Handle CSFP packages according to food-safety standards and follow USDA regulations under Title 7 of the Code of Federal Regulations.
Manage incoming fresh fruits and vegetables and produce displays for client use.
Ensure the Senior Resource Center is stocked and its information is accurate and up to date.
Respond to and address customer complaints, concerns, and comments respectfully, escalating them to the CSFP Program Manager and/or CSFP Senior Director as appropriate.
Recommend customer-care best practices and new procedures.
Manage the assigned caseload at the East Capitol Walk-In Center.
Enter sales orders for the East Capitol Walk-In Center.
Coordinate with the Senior Manager to schedule deliveries of Grocery Plus boxes and produce.
Complete monthly reporting on client participation and CSFP package distribution according to USDA standards, as well as other required Food Bank reporting.
Assist the CSFP team with new and renewal applications, recertification, and participant status notices.
Carry out federal, state, and organizational program policies.
Communicate Walk-In Center and program needs regularly to the Program Manager and Senior Director.
Maintain positive, productive, and informative relationships with facility management staff.
Perform other duties as assigned.