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

Customer Service Representative II

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.

Consider applying here, if you want to:

• 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.

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 skus 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
• Manages 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 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 required
• Preferred: none required

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!