Food Bank Operations Coordinator

Foodlink Inc • City of Rochester, NY

13m • $22 - $28

About The Position

The Food Bank Operations Coordinator will lead the accurate and timely processing of orders placed by Foodlink members. In addition, they will create and monitor the daily delivery schedule while serving as the point of contact for members and drivers to resolve order and delivery issues. They will serve as a key external and internal point of contact for order fulfillment and work collaboratively with members and staff to provide technical assistance and exemplary customer service through the timely resolution of issues that meet or exceed member expectations.

Requirements

• Associate or bachelor’s degree with 2+ years of customer service experience required or equivalent combination of education and professional experience.
• Ability to communicate clearly, effectively, and with cultural competence (speak, read, and write proficiently) in English is required, including in-person, over the phone, and by email.
• Excellent customer service skills along with the ability and willingness to communicate to drivers and members via phone.
• Proficiency in MS Office required; proficiency with Omnitracs/RoadNet or other routing software preferred.
• Ability and willingness to learn and navigate various software programs, processes, and systems.
• Exceptional organizational skills, strong attention to detail, and the ability to solve problems under time constraints and within established deadlines.
• Willingness and ability to work in a warehouse environment are required.
• Valid NYS driver’s license and ability to travel within the 10-county service area as needed.
• We are actively seeing a diverse pool of candidates for this position and strongly encourage applications from candidates of color.

Nice To Haves

• Professional experience in logistics preferred.
• Proficiency in MS Office required; proficiency with Omnitracs/RoadNet or other routing software preferred.

Responsibilities

• Lead the accurate and timely processing and fulfillment of orders via food bank software, ensuring proper prioritization under changing circumstances and tight deadlines.
• Review and revise orders as needed to meet member expectations and operational requirements.
• Create and upload standing appointments required for members to place online orders.
• Collaborate effectively and efficiently with Member Services and Operations staff to ensure accurate and timely delivery while also troubleshooting problems that arise, including exploring alternative solutions to meet member needs.
• Serve as a point of contact for members regarding order fulfillment and communicate as needed via phone and email. Answer members’ delivery questions, monitor delivery status throughout the day, and proactively communicate with members to make them aware of delivery and/or order issues.
• Create daily delivery routes using RoadNet software and consistently monitor delivery status throughout the day.
• Serve as a point of contact for Food Bank drivers to support deliveries.
• Post and print invoices daily, then prepare driver manifests and delivery paperwork.
• Process order returns and creates necessary credit memos.
• Post invoices for internal programs and departments daily.
• Provide excellent customer service through phone, email, and in-person communication with external members and internal staff.
• Update the member database as needed to ensure the most accurate information is always available for staff.
• Troubleshoot order issues (e.g., product and delivery concerns) with Member Services, Operations staff and members as needed.
• Support inventory management and quality control efforts in the warehouse assisting with physical counts and reporting.
• Ensure complete and accurate process documentation through the creation of required SOPs.
• Other duties as assigned.

Benefits

• Foodlink covers 100% of individual health and dental insurance with the ability to acquire family coverage with pretax dollars.
• In addition to generous paid time off (PTO), we observe 14 paid holidays throughout the year.
• Opportunity to contribute to a 401k retirement savings plan upon hire.
• Eligible for generous employer match after 1 year of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree