Customer Service Account Specialist I (7am-3:30pm Monday – Friday )

Niagara Water•Diamond Bar, CA

About The Position

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. Customer Service Account Specialist I (7am-3:30pm Monday – Friday ) The Customer Service Account Specialist I provides all levels of support to internal and external customers by troubleshooting all orders and/or delivery issues. The Specialist coordinates closely with the Operations, Planning, Cost Management and Sales teams. The Specialist is experienced in multiple national and non-national customer accounts and supports identify opportunities for process and service level improvements.

Requirements

0 Years – Experience in Field or similar manufacturing environment
0 Years – Experience in Position
0 Years – Experience managing people/projects experience may include a combination of work experience and education
Associate's Degree or equivalent work experience

Nice To Haves

2 Years– Experience in Field or similar manufacturing environment
2 Years – Experience working in Position
2 Years – Experience managing people/projects experience may include a combination of work experience and education
Bachelor's Degree in related field

Responsibilities

Responsible for several, complex and/or key customer accounts as primary contact, driving service level to attain metric goals by understanding account dynamics. To include: Awareness of SKU’s in customer portfolio and sourcing options
Runs/Maintains exception and service level reports, distributing accordingly
Respond/troubleshoot to all customer requests, inquiries, and complaints in a timely manner such as emails/calls from buyers and corporate offices
Acts as advocate for customer with a balanced and objective approach
Monitor team tracking all outbound shipments to ensure on time pick up and due diligence to track down late trucks with carriers
Oversees purchase order scheduling to ensure all orders are scheduled in a complete and timely manner delegating tasks as appropriate. Scope includes service performance by regional footprint, product type or per customer with national footprint and focus on a taking a proactive approach vs reactive
Exercises independent judgement when resolving account concerns/issues receiving minimal direct supervision from CS Supervisor and/or Manager
Oversees order modification requests ensuring they are completed in a timely manner and communicated to the buyer. Takes a proactive approach communicating updates on late orders and or rush orders to buyers
Communicates and may lead resolution on exceptions including fluctuations in daily demand and rush orders to Sales Manager, Cost Management, Planning, and Order Management only for specialty product.
Reviews performance metrics and takes lead on coordinating resolutions and continuous improvement efforts with lower service performing customer accounts.
Ensure trucking and production coverage sufficiently meets customer demand
Manage orders to the 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
Drives training and implements changes from analytics findings to include new hire training and interdepartmental cross functional training to gain understanding of the Supply Chain process
Represent the company in face to face customer meetings when needed
Collaborate with Sales Manager, Cost Management, Planning, and Order Management for promotional planning and execution

Benefits

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!