The Supervisor Retail Rescue is tasked with maintaining daily operations of the Retail Rescue Program within the Food Programs team. The Community Partnerships department is responsible for managing the relationships with and compliance of all community partners within the Philabundance member network. The Food Programs team is responsible for the distribution of food and adherence with programmatic guidelines.
The Retail Rescue program connects local, regional and national grocery retailers and restaurants with Philabundance community partners to reduce food waste and get safe, high-quality food to our neighbors in need. As the first point of contact for Retail Rescue community partners, the Supervisor will provide exemplary customer service and promptly address needs and concerns, while offering support and resources that engage partner representatives to conduct pickups at local retailers and submit necessary reports. The Supervisor is also responsible for managing a Retail Rescue Coordinator.
The Supervisor, Retail Rescue must be able to effectively guide and influence community partner representatives by providing them with education, support, and solutions. Negotiating and identifying methods for food to be transported, distributed, and tracked are critical skills for the foundation of this role’s ability to impact those in need. The Retail Rescue Supervisor must be able to build professional relationships which align with the Philabundance mission.
Accountability: reliable, honest, and transparent; regularly makes commitments and takes ownership of responsibilities.
Effective Communication: conveys information clearly, with respect and integrity, using a professional manner and the appropriate means and channels for audience and subject matter.
Agility: maintains efficiency in a changing work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
Quality: Work is organized, accurate and neat. The employee displays a commitment to excellence, checks work and learns from mistakes and seeks feedback to improve quality as needed.
Engagement: contributes to the success of the organization by embracing teamwork, taking initiative on tasks and problem-resolution, and seeking out learning opportunities.
Primary Responsibilities:
Manage team resources to ensure appropriate support is available, this includes but is not limited to work planning, attendance, performance, training, and staffing.
Exemplify a high level of positive customer service; professionally communicate with community partner representatives/volunteers in a courteous manner and respect partner personnel and clientele.
Coach and train a Retail Rescue Coordinator to ensure high levels of positive customer service to community partners, how to professionally communicate with community partners in a courteous and effective manner, and how to train community partners in safe food handling.
Oversee daily workflow of Retail Rescue team and a Retail Rescue Coordinator.
Collaborate with Community Partnerships to keep all colleagues up to date on community partners’ programmatic status
Oversee the onboarding and training of new community partners in safe food rescue practices for Retail Rescue
Coordinate program analysis and forecasting to develop ongoing strategy for agency enablement
Collaborate with Food Sourcing to pair donors with Retail Rescue enabled agencies for ongoing and weekly direct link and retail delivery opportunities.
Ensure community partners follow safe food handling practices and are compliant with Feeding America donation guidelines.
Act as primary contact for Retail Rescue partner pickup issues and emergencies; collaborate with Food Sourcing team to mediate issues involving donors
Coordinate one-time pickups with community partners
Establish and maintain standard operation procedures for response times, quality levels and customer satisfaction metrics.
Maintain accurate community partner records in program database and inventory software; document issues and resolutions using program tracking tools.
Manage personal performance and ensure daily, weekly, quarterly, and overall tracking of activity and level of goal achievement.
Ability to leverage work habits to incorporate efficiencies, prompt response, data analysis and organizational requirements.
Manage the integrity and timely reporting required with Retail Rescue partners.
Execution of competing priorities with consideration for complex needs such as location, temperature, and capacity.
Strong and creative problem resolution is expected; coordinate with internal departments and collaborate with agencies as needed to reach goals.
Cultural awareness and expression; understands and respects how ideas and meaning are creatively expressed in a variety of cultures.
Responsible for supporting and aligning with Philabundance Cultural pillars. Ensure communications, actions and interactions reflect a focus on People, Partnerships, Professionalism, and Progress.
High School Diploma or GED preferred.
Serve Safe Certification preferred. Must be able to certify within 30 days of hire.
Minimum of 3 years in given expertise directly connected to this role.
Previous experience handling escalations, providing solutions, and leading directly or indirectly.
Previous data management experience with deadline, reporting and status activity noted, real time.
Experience working in a team environment where solutions, teamwork and collaboration were heavily utilized to meet a goal. This could be in a work, academic, volunteer or project environment.
Experience communicating or public speaking with a diverse audience with the intent to achieve action and influence.
Experience managing projects or activities with competing priorities.
Experience tracking projects or activities which include deadlines, collaboration, multiple contacts, follow up and multiple locations.
Experience leading and influencing others in a team environment providing input on performance, goals and deadlines and quality of product and work levels.
A minimum of 2 years of experience in administration, customer service, logistics or purchasing within a cohesive effective team environment. Ideally in role involving high people contact role with problem solving.
Previous experience working with low-income or other transitioning community of people highly preferred. A robust knowledge of the issues facing people living at or near the poverty line, recovery, and reentry into the work force highly preferred.
Knowledge of food distribution, logistics and handling a plus.
Required Skills and Ability:
Excellent interpersonal skills: ability to build strong relationships and work collaboratively with individuals and teams internally and externally. Provide timely effective responses.
Must be able to lead and influence others as direct reports, partners, and co-workers. Work with information based in data and translate to action.
Ability to negotiate, solve problems and create solutions with tight timelines and unexpected situations.
Exceptional communication skills and ability to gather key information and succinctly share information with others.
Must have strong attention to detail and deadlines. Ability to work with program or project requirements.
Strong administrative capability to work with databases, produce reports, communication, analysis and present internally and externally. (Microsoft suite, ppt, database exp. and Zoom/Teams)
Experience speaking within communities using multiple languages a plus. Fluency with Spanish or Mandarin a plus.
Must have the ability to be available evenings, weekends and take on extended hours as business needs demand.
Must be willing and able to travel 25% of the time, within and outside of the service area (employee can use public transportation, rideshare service, personal vehicle, or other means) Must be physically compatible with travel, office visits, events, and meetings. Must have valid driver’s license if using company vehicle.
Work in a seated position up to 8 hours a day, 5 days a week; Bend, stoop/squat, and walk intermittently throughout the day; Must be able to move up to 20 pounds. Shared supported lift is preferred, two people can move objects to lower impact.
See, hear, and speak with sufficient capability to perform assigned tasks and maintain proper safety conditions.
Maintain an acceptable work pace and align with required personal and team deadlines. Must meet goals.
Demonstrate cognitive ability to: provide direction as well as follow directions and routines, work independently with appropriate judgment, read words and numbers, concentrate, memorize, recall, identify logical connections and determine sequence of response, process proactively and identify near and long-term future needs as well as evaluate problems and escalate/inform management as is necessary.
Perform office tasks using simple hand grasp, fine hand manipulation, and reach associated with assigned tasks such as keying.
