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Capital Area Food Bank · 3 weeks ago

Customer Relations Analyst

Lorton, VA

Full-time

Hybrid

Entry, Mid Level

$45K/yr - $60K/yr

2+ years exp

Capital Area Food Bank (CAFB) is dedicated to addressing food security and equity through education and collaboration. The Customer Relations Analyst will bridge internal teams and community partners, focusing on operational excellence, data analysis, and relationship management to enhance food distribution systems and partner engagement.

Non Profit

Responsibilities

Track and analyze Customer Relations Jira tickets to identify patterns in partner requests, service issues, and opportunities for continuous process improvement

Conduct annual partner evaluation analyses, integrating data from multiple sources (e.g., NetSuite, surveys, and internal tracking tools) to assess performance, engagement, and outcomes

Build tools, prepare and present data visualizations, dashboards, and reports using tools such as Microsoft Excel to summarize partner trends, departmental metrics, and overall impact

Produce annual partner statements summarizing each partner’s engagement, ordering activity, and participation across key CAFB initiatives

Offer one-on-one data consultations with partners who request deeper insight into their ordering activity, helping them optimize their impact, increase efficiency, and align with CAFB’s equity and community goals

Support the rollout and utilization of Service Insights (SI) across 100% of the partner network and/or the integration of existing partner CRM systems, driving the department’s effective use of data for resource allocation and engagement strategies

Provide data insights and recommendations on product allocation, helping partners make informed ordering decisions and supporting equitable food distribution across all regions

Develop a single analytical tool to support the annual departmental staff capacity survey and structure, capturing data that informs workload balance, resource planning, and continuous improvement within the team

Provide analytical support for Capacity Grants, including developing tools to track outcomes, assess partner performance, and produce impactful communications highlighting investments, results, and success stories

Deliver “SMART Shopping” training to partners and assist navigating CAFB’s ordering systems

Provide onboarding and technical assistance to partners. Monitor, respond and troubleshoot to all Customer Relations issues and inquiries

Maintain delivery and pickup appointment calendars

Support outreach to partners using best practices and technical guidance; increase engagement in key initiatives such as the Biannual Partner Survey, DNE-related projects, and other CAFB-wide efforts

Communicate and enforce CAFB policies and escalate issues as needed

Issue returns and credit memos as appropriate

Keep the ordering site homepage updated with timely partner information

Foster effective communication with Operations, Transportation, and Regional Teams to ensure prompt resolution of partner issues

Collaborate with internal departments to find integrated solutions to partner challenges and inform policy development on projects that improve the overall partner experience and strengthen CAFB’s internal processes

Maintain clear and timely communication channels across departments to ensure a consistent partner experience

Support the Manager in developing, updating, and maintaining departmental Standard Operating Procedures (SOPs)

Ensure partner feedback, challenges, and successes are communicated across teams to inform organizational decision-making

Collaborate with internal teams to review partner ordering habits, evaluate utilization of CAFB’s inventory, and develop recommendations that optimize product flow and minimize waste

Support the implementation of Distribution Network Evolution (DNE) priorities by applying a cross-regional, data-informed approach to strengthen decision-making, resource alignment, and equitable distribution

Collaborate with Regional and Program Teams to ensure timely data sharing, partner updates, and coordinated follow-up on engagement and performance

Participate in the DNE Taskforce, using data insights to inform recommendations that address partner challenges and advance equitable outcomes across the network

Lead or assist with partner outreach and communication related to DNE initiatives, including targeted engagement to support data collection and implementation activities

Perform additional duties assigned to support departmental operations, partner engagement, and CAFB-wide initiatives

Qualification

Data analysisMicrosoft ExcelCustomer serviceTableauNetSuiteJiraTraining experienceSpanish proficiencyWritten communicationVerbal communicationOrganizational skillsCollaboration