Customer Relations Analyst

About the Organization:

It is an exciting time at the Capital Area Food Bank (CAFB) as we continue to undertake our mission. We know that creating long-term solutions to food security requires more than meals. It requires education, training, and collaboration. We are seeking people with strong ideas and a passion to come together to  

address the complex interrelated issues of food security, poverty, and equity. We are expanding in multiple ways: providing food for today and addressing the root causes of hunger by partnering with organizations that provide critical services like job training programs, health care, and education. Food has the power to transform lives and move everyone forward. Find out how on our website at capitalareafoodbank.org.  

Description:

The Customer Relations Analyst serves as a bridge between CAFB’s internal teams and its network of community partners, ensuring that food distribution systems and relationships operate with excellence, consistency, and equity. This role blends partner-facing service with data-driven analysis—combining relationship management, operational coordination, and performance tracking to inform thoughtful, strategic decisions.  This role advances CAFB’s vision for a resilient and equitable partner network, aligning daily operations with broader goals for efficiency, impact, and community outcomes. 

 
Essential Functions: 

Analytics & Reporting  

• 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. 

Customer Relations  

• 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. 

Cross- Departmental Support  

• 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. 

Distribution Network Evolution (DNE)  

• 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. 

Other Duties- As Assigned  

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

Requirements & Qualifications:

• At least Bachelor’s degree in a related field (e.g., Business, Public Administration, Data Analytics, or Social Sciences), or equivalent experience.
• At least 2–3 years of experience in customer service, data coordination, or nonprofit program support.
• Strong analytical and data interpretation skills; ability to identify patterns and recommend improvements.
• Proficiency in Microsoft Excel (formulas, pivot tables, charts) and other Microsoft Office applications.
• Excellent written and verbal communication skills.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Collaborative and adaptable, with the ability to work independently and across teams.
• Regular and punctual attendance is required.

Preferred Qualifications:

• Experience with Tableau, NetSuite, Jira, or similar reporting and data systems.
• Experience creating dashboards or reports.
• Spanish language proficiency (intermediate conversational or higher).
• Experience conducting training.
• Background or interest in food security, community engagement, or nonprofit administration.

Physical Demands & Working Conditions:

• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.
• Required to speak and listen effectively, both in person and over the phone.
   

Please Note: We do not accept walk-in applications or in-person status updates for any positions. All applicants must apply online. We kindly ask that applicants do not call/email/or show up in person to inquire about application status. To check the status of your application, please log in to your personal Paycom application account. Our HR team will contact you directly if you are selected for the next step in the hiring process.

Compensation:

• $45,000 to $60,000/annually

We Offer: At Capital Area Food Bank, we understand that great people make a great organization. We value our people and offer employees a broad range of benefits including competitive compensation and benefits, including comprehensive medical, dental and vision insurance, generous retirement contribution, paid time off, free onsite parking, complimentary shuttle to Metro (DC office), professional development, growth, and fun work in a mission-driven  environment.