Customer Service Representative II (M-F 6:00am-2:30pm)

Niagara Bottling; Diamond Bar (CA); On-site; USD 70,486,000 - 93,354,000; Full time

Benefits offered by this job

Total Rewards package

Medical, Dental, Vision

401(k) with company match

Paid time off

Job summary

Niagara Bottling is seeking a Customer Service Representative II to support assigned customer accounts and troubleshoot order and delivery issues. The CSR II works with operations, planning, transportation and sales teams to maintain strong service levels.

Hourly pay range is $24.59 to $32.58. This role requires at least 2 years of field or manufacturing experience and a high school diploma, with benefits and growth opportunities offered by Niagara Bottling.

Qualifications

• Minimum 2 years of experience in field or manufacturing environment.
• Experience in handling customer accounts and resolving order issues is preferred.

Responsibilities

• Provide first level support to assigned customer accounts and troubleshoot order/delivery issues.
• Coordinate with operations, planning, transportation and sales teams to ensure timely delivery.
• Maintain inventory levels, monitor stock for customers, and report on key metrics.
• Respond to customer inquiries within 24 hours and communicate effectively with buyers/brokers.

Skills

Customer service

Inventory management

Communication

Problem solving

Education

High School Diploma

Job description

At Niagara, we’re looking for Team Members who want to be part of achieving our mission to provide our customers the highest quality most affordable bottled water. Work in an entrepreneurial and dynamic environment with a chance to make an impact. Develop lasting relationships with great people. Have the opportunity to build a satisfying career. We offer competitive compensation and benefits packages for our Team Members.

Customer Service Representative II (M-F 6:00am-2:30pm)

The Customer Service Representative II (CSR II) provides first level support to their assigned customer accounts. The CSR also provides support to internal/external customers by troubleshooting any order and/or delivery issues. The CSR coordinates closely with the operations, planning, transportation and sales teams.

Essential Functions

Inventory Awareness. Awareness of all SKU’s in the customer portfolio, and sourcing options for all items. Monitors inventory on all finished products for customers including all core and non-core items. Works in tandem with Production Planning to ensure product has been deployed accordingly. Researches inventory imbalances using all available resources and is proactive in identifying root causes, corrective actions and solutions. Responsible for managing daily/weekly in stock levels and acts proactively in order to maintain healthy inventory levels, if applicable. Ownership & Analysis. Ownership of customer satisfaction and drives success through identifying opportunities, problem solving and leading solution development efforts. Completes a weekly customer scorecard and understands how key metrics drive success including order volatility/smoothing, forecast vs demand, dynamic sourcing and customer behavior. Identifies and innovates new key metrics to better understand and evaluate customer performance and business processes. Works to solve complex, multifaceted issues where analysis requires in depth evaluation and solutions. Helps to provide customer assessments when metric data isn’t readily available or directly applicable. Audits key accounts to ensure reason code accuracy. Resolves internal process conflict by identifying root causes and developing streamlined processes. Maintains a compliant Open Order Report. Validates and reports customer fines and fees on a weekly basis. Key contributor in the startup of new customers and new product launches. Customer Attentiveness. Operates as the lead point of contact for all matters concerning the customers and responsible for all communication at the buyer/broker level. Responds to all customer emails/inquiries within 30 minutes and have resolution by EOD or within 24 hours if received after noon. Acts as an advocate for the customer with a balanced and objective approach. Flexible to travel to on site customer meetings, upon request. Manage orders to Supply Plan - includes identifying potential needs for rush orders to improve in-stocks as well as collaborating with Planning in allocating production when supply constrained. Maintains a compliant Open Order Report. Professionalism and Presentation. Establishes productive professional relationships with key personnel across the organization with an emphasis on Production Planning, Sales and Operations. Monthly/Quarterly Customer Updates and Presentations Development. Utilizes the resources available to develop their analytical, interpersonal and problem solving skills and further their Niagara knowledge. Responsible for interdepartmental cross training and understanding the supply chain process.

Qualifications

Minimum Qualifications: 2 Years – Experience in Field or similar manufacturing environment 2 Years – Experience in Position 0 Years – Experience managing people/projects *experience may include a combination of work experience and education

Preferred Qualifications: 2 Years– Experience in Field or similar manufacturing environment 2 Years – Experience working in Position 0 Years – Experience managing people/projects *experience may include a combination of work experience and education

Competencies

This position embodies the values of Niagara’s LIFE competency model, focusing on the following key drivers of success: Lead Like an Owner Makes safety the number one priority Keeps alert for safety issues and escalates immediately Effectively prioritizes tasks based on department goals Shows respect to others and confronts interpersonal issues directly Prioritizes resolution of customer issues effectively Responds promptly and honors commitments to internal and external customers InnovACT Makes recommendations to continuously improve policies, methods, procedures, and/or products Demonstrates adaptability by reacting appropriately to unexpected changes in situations or circumstances Increases performance through greater efficiency Find a Way Seeks to develop technical knowledge through learning from other experts Understands interdepartmental impact of individual decisions and actions Seeks solutions rather than placing blame Empowered to be Great Consistently looks for ways to improve one’s self through growth and development opportunities Communicates clearly and promptly up, down, and across Communicates effectively to manage expectations.

Education

Minimum Required: High School Diploma Preferred: Bachelor's Degree in a related field or equivalent work experience

Certification/License

Required: N/A Preferred: N/A

Foreign Language

Required: None Preferred: None

Typical Compensation Range Pay Rate Type

Hourly $24.59 - $32.58 / Hourly

Benefits

Our Total Rewards package is thoughtfully designed to support both you and your family:

Regular full-time team members are offered a comprehensive benefits package, while part-time, intern, and seasonal team members are offered a limited benefits package.

Paid Time Off for holidays, sick time, and vacation time Paid parental and caregiver leaves Medical, including virtual care options Dental Vision 401(k) with company match Health Savings Account with company match Flexible Spending Accounts Expanded mental wellbeing benefits including free counseling sessions for all team members and household family members Family Building Benefits including enhanced fertility benefits for IVF and fertility preservation plus adoption, surrogacy, and Doula reimbursements Income protection including Life and AD&D, short and long-term disability, critical illness and an accident plan Special discount programs including pet plans, pre-paid legal services, identity theft, car rental, airport parking, etc. Tuition reimbursement, college savings plan and scholarship opportunities And more! https://careers.niagarawater.com/us/en/benefits

Los Angeles County applicants only** Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the California Fair Chance Act, and any other applicable local and state laws. Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Niagara Bottling, LLC. Niagara Bottling, LLC will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity. Employment agencies that have fee agreements with Niagara Bottling, LLC and have been engaged on a search shall submit résumé to the designated Niagara Bottling, LLC recruiter or, upon authorization, submit résumé into this career site to be eligible for placement fees. Niagara Bottling, LLC has been family owned and operated since 1963. Niagara is a leading bottled water manufacturer in the U.S., supplying major retailers across the nation. With incredible growth over the past several years, the career possibilities at Niagara are endless! Niagara’s culture is fast-paced, innovative and intensely collaborative. Our Team Members are passionate, driven and always find a way to get the job done. We work hard and play hard while staying true to our family atmosphere. From competitive benefits and retirement options to educational reimbursements, ongoing training courses and exciting career advancement opportunities, at Niagara we truly take care of our Team Members. We hope that you consider joining our Niagara family! Niagara Bottling LLC is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.