The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

We are the largest non-governmental provider of social services in America and every year, we help over 30 million Americans overcome poverty, homelessness, addiction, economic hardships, loneliness, and exploitation through a wide range of programs and services.

The Customer Service & Trade Vendor Contracts Administrator plays a key role in the day-to-day operation of the Supplies & Purchasing Department Customer Service and ensures efficiency with all customerfacing business. This role provides essential support across key administrative and service functions – processes orders online via Shopify and offline via Serenic MBS, processes invoices, credit/refunds, customer returns and adjustments, coordinates accounts receivables, customer file review and maintenance, and consignment duties. Ensures consistent and professional communication with customers, addresses complaints empathetically, and maintains accurate records to support timely fulfillment and billing. Additionally, this position plays a key role in the management of Nationally Approved Trade Vendor Contracts. Corporate partners provide valuable service to The Salvation Army via national discounts, incentives, rebates, and this position manages and markets those relationships in conjunction with the Supplies and Purchasing Director to serve the best interests of The Salvation Army USA Eastern erritory.

This position, based at our Eastern Territorial Headquarters requires approximately 35 hours of work per week and is onsite.

Customer Service
• Order Entry and Processing via Serenic MBS: Generate Picking Slips and process customer orders via telephone, email, or internal system. Confirm and verify item details, SKU numbers, quantities, and customer information to ensure order accuracy. Coordinate with inventory and shipping units to fulfill and dispatch orders via Shopify Website.

• Invoicing and Documentation: Generate, print, split, and distribute invoices on a timely basis via Serenic. File invoices and supporting documents in accordance with internal procedures. Manage special invoicing requests (e.g., dropship, subscription and non-stock items).

• Credit and Refund Processing: Process credit memos via Serenic and handle merchandise returns within established timelines. Manage credit card purchases: enter and verify data, print invoices, and ensure accurate reporting to THQ Finance.

• Customer Support and Inquiry Resolution: Answer calls, handle all customer inquiries, resolve issues regarding orders and shipping claims. Identify and resolve customer concerns with
professionalism.

• Inventory and Order Monitoring: Monitors backorders and ensure timely fulfillment once items are restocked. Monitor product inventory trends via Serenic and notify management when restock or NOBO is needed.

• USETRADE.ORG Website Monitoring: Assist Customers in opening/creating accounts, troubleshooting, processes draft orders via Shopify and Serenic MBS, monitor and manage website orders, ensuring accuracy and completion as needed.

• Consignment and Special Assignments: Participate in off-site events, travel consignment projects, and training sessions as assigned. Provide support for off-site consignment responsibilities throughout the territory. Travel within the USE Territory is required.

• Administrative Support: Maintain accurate records and filing systems. Follow departmental procedures, communication protocols, and brand standards.

National Trade Vendor Contracts
The Supplies and Purchasing Department is dedicated to providing quality sourcing solutions to all Eastern Territory Commands. This is accomplished, not only through the stock and sale of inventory products, but also through the corporate partnerships with whom The Salvation Army has developed National Trade Vendor relationships. These include some of the most recognizable names in corporate business: UPS, FedEx, Amazon Business, Grainger, Provista (U.S. Foods & Sysco), Staples, 4imprint, and many others. This role serves as the main liaison from the USE Supplies and Purchasing Department and these vendors, with oversight to procurement, rebates, benefits and marketing.

• Liaison between Supplies and Purchasing Department and THQ Legal: Work directly with THQ Legal on all Vendor Contracts and the Vendor Management Taskforce. Represent customer needs and concerns, address any issues on behalf of the department to better serve internal SA Commands. Ensure all assigned contracts comply with applicable laws, regulations, and internal policies. Identify inefficiencies or risks in current contracting workflows. Develop strong working relationships with internal stakeholders and external.

• Vendor Management: Manage a portfolio of complex, high-value, or strategic contracts with minimal supervision.

• Vendor Contracts Marketing: Develop compelling promotional pieces with USE Trade Marketing team to share and educate USE Commands on the benefits and incentives of each Trade Vendor Contract.

• Reporting: Liaise with corporate partners to provide reporting on compliance, governance, and utilization review to Supplies and Purchasing Director on semi-annual basis. Prepare reports for
Trade Council and National Trade Meetings.

• Travel and Training: Responsible for scheduling training visits within USE Territory to educate commands on appropriate vendor relationships, benefits and incentives. Drives utilization within
USE Territory. Travel is required.

• Coordinate semi-annual reviews of all contracts: In conjunction with Supplies and Purchasing Director, coordinate semi-annual contract reviews, negotiate contract upgrades, represent Salvation
Army interests in rebate discussions, prepare customer satisfaction reports, and work with vendors to update marketing materials.

• Monitors and troubleshoots customer issues with vendors: Handle all customer complaints on vendor contracts in an efficient manner. Work with vendor and internal SA customer to resolve
issues, protecting the interests of The Salvation Army and those we serve.

• Coordinate Vendor Commissions and Rebates: Process all vendor rebates and commissions with THQ Finance in a timely manner. Report monthly on the status of rebates/commissions with monthly report to Supplies and Purchasing Director.
• Additional Duties: Any additional responsibilities as assigned.

• Bachelor's degree

• 3-5 years of related experience

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams, and OneNote); able to navigate PC systems with ease.

• Strong computer skills and ability to understand/manipulate Shopify eCommerce software platform.
• Ability to easily navigate Serenic MBS for Customer Service functions.
• Proficient in Canva and Adobe Photoshop to edit, enhance, and create as needed promotional materials for Vendor Contract Marketing.
• Must be an excellent communicator – in person and in written word. Language: Must be fluent in English; bilingual in Spanish is a plus.
• Mathematical & Reasoning Skills: Basic accounting, invoicing, and ability to apply solutions to problems.
• Demonstrates a positive attitude and a strong willingness to learn and grow.

• Proven ability to multi-task and prioritize workload in a dynamic environment with minimal supervision.
• Highly organized and detail-oriented, with a focus on accuracy and follow-through.

What We Offer

• Generous Medical, Dental, Vision Benefits

• TSA paid Life Insurance for Employees

• Additional life insurance options for employees

• On-site cafeteria

• Paid Time Off – Vacation, Sick, Personal days

• 403(b) retirement savings plan

• Non-contributory Pension Plan

• Free, on-site Fitness Center

• Federal holidays

• Opportunities to give back and support our communities

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, disability or protected veteran status.