Senior Partner Services Advisor

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3 days ago Requisition

Salary Range: $24.50 To $26.50 Hourly

DEPARTMENT:
Partner Services

SUPERVISED BY:
Partner Services Manager

STATUS:
Non-exempt

HOURS:

Full-Time; 40 hours/week

Second Harvest Heartland is the second-largest food bank in the United States, sourcing and delivering food to nearly 1,000 food shelves and food distribution partners throughout 59 counties across central and southern Minnesota and western Wisconsin. Our work begins with a bold vision: a community where no one goes hungry. We help fill plates, shelves, and fridges throughout the region while shining a light on food insecurity and its root causes and inspiring action at home and across the country.

By utilizing new and better data, engaging and mobilizing partners, and advancing innovative solutions, we are on the leading edge of a movement to address hunger and food insecurity in our communities.

If you're ready to turn your passion into purpose, join us and help build a future where every neighbor has the food they need to thrive.

The objective of this position is to ensurea high level of customer service and support for Agency Partners. This position is the primary point of contact for Agency Partners for all incoming communications, managing the Partner Relations Customer Service Management (CSM) tool, Service Now . The Senior Partner Services Advisor works closely with Second Harvest Heartlands Hunger Relief network to maximize network efficiencies through effective resource allocation, streamlined food distribution and product movement, and exceptional customer service for Agency Partners .

This position is cross functional, working in tandem with other internal departments and serving as a subject matter expert on our Agency Partner Program. Success in this role requires strong communication skills, ability to pivot to problem solve issues , and work effectively to build strong, constructive relationships with a broad range of individual and organizational partners.

• Customer Experience & Support
• Triage all incoming communications to ensure it is directed to the correct department and/or contact.
• Support and serve as technical expert in the company’s Customer Service Management Tool, Service Now.
• Uphold the company’s Customer Service Standards.
• Respond to Agency Partner complaints/issues in a timely and supportive way, working in collaboration with other internal teams to resolve issues and make key decisions that improve our customer experience.
• Manage all order processing and logistics – Internal orders;
  Heartland Hub orders;
  Delivery & Pick-ups; credit requests, Transportation/ETA related inquiries to ensure Agency Partners receive product to distribute to their communities and neighbors.
• Ensure that partner feedback is shared internally with team members and immediate problem resolution occurs with partner agencies.
• Serve as subject matter expert to Agency Partnersandinternal partners related to the ordering process – bothbyphoneandin-person consultations and trainings in the field.
• Proactively communicate with Agency Partners regarding services, hour changes, food safety information, and other information as needed.
• Identify, support, and make decisions around system changes and sustainable solutions for increased customer experience and quality of service to Agency Partners.
• Reporting and Analytics
• Process all incoming data requests both internal and external, related to service statistics, order history and partnership engagement.
• Collect,track,and analyze
  
  Quality of Service (QOS) data,identify systems and/or process issues and provide recommendations for improvement.
• Maintain up to date agency partner information and records.
• Provide Agency Relations Leadership with real time data to support strategic priorities and planning for program design and communications.
• Track and communicate to Partner Services Manager and Partner Operations team any emerging trends or challenges of
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