iCater Customer Relations Coordinator

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SCHEDULE: 40 hours, Monday - Friday, 8:30 AM - 5:00 PM, with occasional weekend, evenings, and holidays as required. This position is non-essential in the event of an emergency affecting agency operations

Pays $26.44 PER HOUR DOE

LOCATION: 444 Harrison Avenue, Boston, MA 02118. This position is eligible for some hybrid work, subject to the remote work policy, but the Customer Relations Coordinator must be able to be present in the greater-Boston area for client site visits and business meetings, on and off PSI property.

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SUMMARY OF THE ORGANIZATION:

iCater Enterprises is a social enterprise at Pine Street Inn that produces and sells high-quality family-style, individual and corporate catering to a variety of customers. The program provides supportive on-the-job training and transitional employment experience to individuals with multiple barriers to employment, including histories of homelessness, substance use, health vulnerabilities, and incarceration. All revenue generated by iCater Enterprises supports the Food Services Training Program and Pine Street Inn's efforts to end homelessness by providing adult individuals with work-readiness skills and stabilization case management.

Summary of the Position :

The Customer Relations Coordinator plays a critical role in maintaining positive relationships with iCater customers. This position serves as a liaison between the iCater team and its customers, handling inquiries, complaints, and feedback. This position requires excellent communication and problem-solving skills and must be able to handle multiple tasks simultaneously, as well as proficiency in technology and data management. Given the importance of customer satisfaction, this position requires a high degree of empathy, patience, and a positive upbeat attitude. The Customer Relations Coordinator must enjoy working with people, have a strong sense of customer service, and thrive in a fast-paced environment.

The Customer Relations Coordinator works within the iCater/Food Services Team. This individual works closely and in deep collaboration with iCater's Operations Management to ensure the highest quality of customer satisfaction, resolution, and future solutions. This individual will maintain customer engagement standards and add to round table discussions with department leadership to increase customer satisfaction.

REQUIREMENTS:

EDUCATION/TRAINING:

REQUIRED:

• A high school diploma or equivalent certification
• Strong writing, calendaring, and data management skills including Microsoft Word, Excel, and PowerPoint
• Strong analytical and research skills

• Ability to read, write, and speak English

KNOWLEDGE/EXPERIENCE:

REQUIRED:

• Minimum of five (5) years of previous customer service experience in a client-facing, retail, or related industry
• Strong customer service skills with the ability to build and maintain customer loyalty
• Strong prioritization and flexibility in managing workflow to meet deadlines, ensure contract service and renewals, and service customer issues
• Strong ability to communicate and collaborate with production team and Food Services leadership to ensure the highest degree of customer satisfaction

PREFERRED:

• Restaurant/Hospitality experience, and/or high-volume catering experience

• Experience with and interest in social enterprises, nonprofit agencies, and nonprofit run businesses

Physical ABILILITES/skills:

REQUIRED:

• Must be able to stand for long periods of time
• Must be able to lift at least 30 pounds of weight
• Ability to perform quality inspections and work within a busy kitchen environment
• Must be able to accompany drivers on deliveries to client sites

Mental Abilities/skills:

REQUIRED:

• Excellent communication skills (written and oral)
• Good leadership, interpersonal and conflict resolution skills

• Must be able to work under pressure and meet delivery deadlines
• Ability to be flexible, open, and responsive to ongoing organizational, program and industry changes
• Ability to engage confidently and comfortably with a wide range of people with proven ability to build productive partnerships and teams
• Positive 'can do' attitude with the ability to identify and make the most of opportunities
• High level of ambition, enthusiasm, and entrepreneurship
• Able to create processes and systems to ensure delivery of quality, accurate orders to minimize customer service issues
• Must be well organized and detail oriented

Essential Functions Include (but are not limited to ):

• Answer customers' questions about products, prices, availability, and product uses
• Build positive relationships with customers, listening to feedback and addressing concerns
• Working with the team, handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution exceeds expectations

• Renew or update customer account contact and billing information
• Log customer changes daily, weekly, and monthly, ensuring accurate invoice preparation

• Produce monthly invoices and create automated processes to ensure timely, accurate invoicing and payment
• Coordinate with Finance around aging accounts, liaising with clients and facilitating timely payment
• Research customer service needs and design and propose a mix of products and services to meet those needs
• Develop a marketing plan for iCater. Evaluate market trends and recommend products to customers, based on business needs and goals, and collaborate with Chef team on feasibility of new product offerings.
• Proactively research market conditions, culinary and health trends, product innovations, and competitors' products, prices, and sales; share information with customers as part of value-added services provided.
• Review and analyze daily and weekly reports such as special-order requests, customer bid files, and sales/gross profit margin data
• Participate in company functions, promotions, customer visits, and customer events, and strategize new methods of outreach. Attend and participate in sales meetings.
• Perform administrative duties, such as preparing sales budgets and reports, maintaining sales records, processing credits and other requests, preparing sales quotes, menu suggestions, and filing reports
• Travel to greater-Boston area customer sites, trade and product conventions, organization meetings, and other opportunities for customer cultivation, networking, and professional growth
• Lift and carry product weighing 1-30 lbs. to and from car, customer locations, etc.
• Comply with and model compliance with PSI policies and procedures, including occupational health policies and procedures
• Other duties as assigned

INTERNAL CANDIDATES APPLYING FOR THIS POSITION, SHOULD SUBMIT A PROMOTION/TRANSFER APPLICATION TO THE HUMAN RESOURCES DEPARTMENT WITHIN 10 DAYS OF POSTING.

Pine Street Inn is an Equal Opportunity/Affirmative Action Employer.