Customer Service Manager

JOB SUMMARY:

Lead the Orders & Customer Service Team to support accurate order processing and invoicing; coordination of order delivery/pickup schedules; and consistent delivery of quality customer service to partner agencies and internal staff.

PRIMARY DUTIES:

• Oversees the Orders & Customer Service team in accurately processing food and grocery orders for Mid-Ohio Food Collective (MOFC) agency and program partners.
• Leads Orders & Customer Service team to proactively inform MOFC agencies of any changes to their orders or modifications to delivery/pickup schedules.
• Answers questions and addresses concerns from partner agencies, serving as the voice of MOFC's partners in internal conversations.
• Ensures coverage of all phone, email and in-person opportunities for partners to contact MOFC during business hours.
• Works with all other operations teams to ensure that data in all MOFC systems related to agencies, orders and invoices are accurate and complete.
• Adds and removes product from orders and modifies invoices according to these changes.
• Works with direct reports to develop annual work plans with clear goals that align with MOFC strategic initiatives and conducts annual performance reviews based on those plans.
• Works with direct reports on their professional development to improve the strength and depth of the MOFC team.
• Provides guidance, support, and development opportunities to Orders & Customer Service team.
• Collaborates with MOFC staff to communicate important agency and program information to the MOFC network.
• Works closely with transportation, warehouse, and inventory teams to establish operating practices and delivery schedules that support good business operations and quality customer service.
• Compiles and send out Agency newsletters, inventory blasts and other relevant customer service information to partners via Constant Contact.
• Creates and implements tools to help partners access and use MOFC ordering system (eHarvest).
• Uses email, Constant Contact and telephone to support daily communication with internal staff and external MOFC customers.
• Maintains records and data related to Orders & Customer Service activities as required to remain compliant with all Feeding America, ODJFS, USDA and other requirements.

• Performs all other duties as assigned.

EDUCATION & EXPERIENCE:

Education and Certifications: High School Diploma/GED required. Food Safety Certification (provided by Mid-Ohio Foodbank).

Experience: A minimum of 5 years of experience in customer service or other position working with external customers. A minimum of 1 year of supervisory experience. Experience working in a non-profit or social service setting is preferred. Proficient with Microsoft Office software including Word, Excel and Outlook. Knowledge of databases.

Skills/Competencies: Ability to work independently and in a team environment. Excellent customer service. Ability to manage multiple tasks. Willingness to adjust to changing priorities. Excellent interpersonal skills.

JOB CONDITIONS:

Working Conditions: Normal office environment. Applicants must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for employment.

This job description is not to be construed as an exhaustive statement of accountabilities, duties, responsibilities, or requirements. Any individual may be required to perform any other job-related activities or functions requested by his/her manager, subject to reasonable accommodation. Mid-Ohio Food Collective reserves the right to modify this job description to reflect changes in essential job duties made necessary by changing organizational needs, subject to reasonable accommodation.

Mid-Ohio Food Collective is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.

Current Openings for Customer Service Manager Jobs at Mid-Ohio Food Collective