Agency Relations Associate

    • Job Tracking ID: 512213-790155
    • Job Location: Boston, MA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: September 16, 2021
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

Position Summary

To provide outstanding customer service and direction to all agencies physically picking up food at The Greater Boston Food Bank Regional Cross Docks. Utilize eCommerce and Warehouse Management systems in order to ensure a high level of customer satisfaction related to food quality, ordering, and pick-up or delivery.

Position Essential Duties and Responsibilities

  • Coordinate agency relations at the regional GBFB Cross Dock locations, including handling agency issues related to timeliness, shipping, or returns.
  • Provide outstanding customer service to member agencies, in person, via phone, and email
  • Prepare all necessary paperwork prior to Cross Docks to ensure accurate product selection at the Cross Dock.
  • Work with shippers at Cross Docks to ensure accurate product selection.
  • Maintain inventory accuracy. Report any inaccuracies to the Warehouse Inventory Team.
  • Utilize Salesforce, Warehouse Management Systems, and e-commerce systems to assist agency partners.
  • Ensure proper flow, door designations, and physical and food safety for shipping.
  • E-sign agency invoices and track necessary paperwork.
  • Follow up on late arrivals, cancellations, schedule changes, and order edits.
  • Participate in product outreach efforts, including supplementing full pallets on cross-dock orders.
  • Make recommendations for improvement to agency services at regional cross-dock locations.
  • Responsible for minimizing returns and rescheduling or cancelling orders.
  • Assist with other duties as assigned by Management, including cross training in other Agency Relations roles.

Physical Demands

  • Lift or carry up to 50lbs
  • Ability to stand and walk intermittently for 6+ hours/day
  • Ability to work within an open-air warehouse and cubicle environment
  • Exposure to ambient temperatures
  • Willingness to learn to operate material handling equipment and obtain certification

Work Environment

  • The job is performed indoors in a warehouse environment and outside at regional cross docks

Travel required

  • Yes

Can This Position Be Performed Remotely?

  • No

Experience and Skills:

Knowledge, Skills and Abilities

  • Excellent communication and customer service skills
  • Ability to manage complaints diplomatically and professionally
  • Strong sales or retail skills
  • Ability to work positively and professionally with people of diverse experiences and backgrounds
  • Personable, Flexible, team player
  • Ability to work in a fast-paced environment
  • Proficient with Microsoft Office
  • Experience with Salesforce desirable
  • Detail-oriented with strong follow-through and time management skills
  • Ability to collaborate with other departments

Mandatory Education and Experience

  • High School Diploma or equivalent required; Associate’s Diploma preferred or at least 2 years of directly related experience
  • Valid driver’s license and access to reliable personal vehicle required
  • Ability to travel within Eastern Massachusetts multiple days per week
  • Experience working in operations/warehousing is a plus
  • Foodservice, Food Safety, or other directly related work experience is a plus
  • Experience navigating in a Warehouse Management System to perform data entry functions preferred
  • Bi-lingual Spanish and/or Haitian Creole skills is a plus
  • Demonstrates the required digital competencies that result in the effective usage of the full range of digital technologies at GBFB