Customer Service Representative II (M-F 7:30am-4:00pm)

niagarawater; Diamond Bar (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Niagara Water seeks a Customer Service Representative II to support assigned customer accounts. The CSR II will troubleshoot order and delivery issues and collaborate with operations, planning, transportation and sales teams.

The role emphasizes ownership of customer satisfaction, weekly scorecards, and proactive problem solving to improve in-stock levels and service quality.

Qualifications

• Minimum qualifications include 2 years' field or manufacturing environment experience.
• Preferred qualifications include 2 years' field or manufacturing experience and 2 years in a relevant position.
• Competencies emphasize safety, ownership, adaptability, and strong customer focus.

Responsibilities

• Monitor inventory levels for all customer products and identify sourcing options.
• Coordinate with production planning to ensure product deployment aligns with plans.
• Analyze order and delivery issues and drive root-cause corrective actions.
• Lead customer communications and provide timely responses to inquiries (within 30 days? within 24 hours).
• Maintain an Open Order Report and ensure accuracy of key customer accounts.

Skills

Customer service

Communication

Problem solving

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.

We offer competitive compensation and benefits packages for our Team Members.

Customer Service Representative II (M-F 7:30am-4:00pm)

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

Please note this job description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without prior notice.

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 a