Position Overview
The Assistant Client Care Manager plays a pivotal role in supporting Project C.U.R.E.'s mission by ensuring strong relationships with partners and sponsors throughout each step of the shipping container project process. From the moment a partner engages with Project C.U.R.E. to the delivery of donated medical supplies, the Assistant Client Care Manager ensures smooth communication, timely updates, and an exceptional experience. This role supports the Executive Director (Client Care Manager) and interacts regularly with the logistics team to keep projects on track and fulfill all partner and sponsor expectations. Although this position is primarily remote, we would ask that you come to our Spring Branch warehouse for initial training and then occasionally thereafter.
Included is a step-by-step guide outlining the project process to aid in training and orientation.
Key Responsibilities
- Partner and Sponsor Relationship Management
- Serve as a contact for partners and sponsors, ensuring timely responses to inquiries and consistent updates on project milestones.
- Communicate regularly with sponsors who fund shipping containers, sharing photos and impact stories to recognize their contributions and keep them engaged.
- Provide weekly project status reports to the Client Care Manager, highlighting key updates, milestones, and any potential challenges.
- Logistics Coordination
- Collaborate with the logistics team to ensure each shipping container project remains on schedule and address any logistical needs.
- Track the project status from start to finish, coordinating between the logistics team, partner clinics, and sponsors to ensure smooth operations.
- Update records to accurately reflect the status of each shipment and resolve any potential issues in collaboration with the logistics team.
- Database and Process Management
- Use Microsoft Outlook for professional email coordination and Dynamics Fundraising and Engagement database to track project records.
- Update the project database with key information, including invoice statuses, payments, and partner communications.
- Confirm payments in the system and notify relevant team members, such as logistics or assessment managers, for the next steps.
- Process and Project Flow
This position involves a structured process to guide each project through various stages. Below is a numbered breakdown for reference:
1. Initial Contact and Request Submission: Partners submit a request for donated medical supplies.
2. Verification and Feasibility: Project C.U.R.E. reviews the feasibility of shipping supplies and arranges a consultation with the partner to discuss the process, expectations, and requirements.
3. Cargo Consultation: Conduct a consultation with the partner to verify critical details such as necessary equipment, facility readiness, and required funds, and to clarify any questions.
4. Partnership Plan Agreement: After the consultation, the partner reviews and signs a Partnership Plan. While not legally binding, this document ensures mutual understanding and alignment on project expectations and responsibilities.
5. Assessment Invoice: Once the Partnership Plan is signed, the Client Care Manager requests an assessment invoice from the Assessment Manager (Tresena). The invoice is sent to the partner, and upon payment confirmation, introductions are made to continue the assessment process.
6. Assessment and Facility Evaluation: Tresena schedules an on-site assessment, with the in-country partner responsible for logistics support. The assessor evaluates the facility and completes a report based on findings.
7. Shipping Invoice and Payment: Following the assessment, Project C.U.R.E. issues a shipping invoice. Once paid, it is logged in the database, and the logistics team prepares the shipping manifest.
8. Manifest Review and Modifications: The partner reviews the shipping manifest, requesting any necessary modifications to ensure alignment with their needs.
9. Shipping and Delivery Coordination: The logistics team arranges shipment, selecting an appropriate warehouse and setting a loading date. The container is then shipped to the specified port or facility.
10. Final Confirmation and Story Collection: After the container arrives, partners are encouraged to provide photos and stories to share the impact of the supplies. A follow-up assessment may occur the following year to gather additional data and evaluate ongoing impact.
- Team Collaboration and Customer Service
- Actively engage with the logistics team and Client Care Manager to anticipate partner and sponsor needs, enhancing the overall customer experience.
- Ensure proactive and clear communication, delivering timely updates and assisting with any issues that arise during the shipping process.
- Support the logistics team in maintaining forward momentum on each project, addressing partner concerns, and troubleshooting customs or shipping challenges.
Qualifications
- Strong customer service experience with a focus on client or partner relationship management.
- Proficiency in Microsoft Outlook, Dynamics Fundraising and Engagement database, and Microsoft SharePoint.
- Attention to detail and organizational skills to track project milestones and manage various stages.
- Excellent written and verbal communication skills for a diverse range of stakeholders.
- Collaborative, team-oriented approach to problem-solving and project management.
Core Competencies
- Communication: Provides concise and timely updates to partners, sponsors, and team members.
- Customer Focus: Proactively anticipates and fulfills the needs of partners and sponsors.
- Teamwork: Works collaboratively to ensure project success at every stage.
- Attention to Detail: Maintains detailed records and follows up on each project aspect to ensure smooth progress.
