Customer Service Analyst II, Replenishment (Onsite: Bentonville, AR)

Niagara Bottling•Diamond Bar, CA

5d•$71,314 - $103,406•Onsite

About The Position

Customer Service Analyst II, Replenishment is responsible for managing customer inventory to maintain optimal in-stock levels while adhering to inventory targets and supply constraints. This role monitors and places orders, maintains inventory planning tools, and designs item-level inventory policies based on demand, lead time, and service expectations. The analyst collaborates cross-functionally with sales, planning, logistics, and customers to resolve issues, improve order performance, and ensure product availability. They communicate account health through reporting and customer engagement, support onboarding of new business, and drive continuous improvement initiatives by analyzing performance metrics and implementing solutions that enhance efficiency and service delivery.

Requirements

2 Years – Experience in Supply Chain/Customer Service or other related field
2 Years – Experience in Analytics
Experience may include a combination of work experience and education
Minimum Required: Bachelor's Degree in (Business Administration, Economics, Statistics) or other related fields
Technical & Systems Knowledge– Good with systems, and a strong Oracle, JDA, Logility, EDI and Excel. Understanding technology and IT limitations is critical in managing improvement projects. Demonstrate strong working knowledge of systems such as Oracle, JDA, Logility, EDI, and Excel. Understand technology capabilities and limitations to effectively manage and prioritize improvement initiatives. Quickly learn and adapt to Niagara systems including Oracle, OTM, and replenishment software. Learn and navigate customer systems as required to support replenishment execution. Leverage technical data for analysis, reporting, and decision support. Apply data visualization best practices to clearly communicate insights and tell compelling stories through data.

Nice To Haves

4 Years – Years of Experience in Supply Chain/Customer Service or other related field
4 Years – Years of Experience in Analytics
Experience may include a combination of work experience and education
Preferred: Master's Degree in (Business Administration, Economics) or other related field

Responsibilities

Manage Customer Inventory (40% of time allocated to responsibilities): Monitor, edit, and place orders to maintain agreed in-stock levels while adhering to inventory targets. Ensure customer orders align with appropriate lead times, stable demand volatility, low percentages of rush orders and cancellations, and Niagara supply constraints to support efficient cost to serve. Monitor and collaborate on metrics not controlled by the Replenishment team but highly influential to their operation. For example, forecast accuracy, on-date delivery, order reschedules, missed pick-ups, appointment availability, percentage of orders scheduled, product availability, and carrier performance. Collaborate with customer to address concerns and initiatives related to ordering tools, data discrepancies, distribution center or store inventory, inventory builds, and changes in ordering or inventory strategies. Design and maintain inventory policy for the assigned customer. The Replenishment analyst should evaluate the inventory policy by item, customer location, and quarter. Inventory policy requires the calculation of ideal DOH based on desired service level, lead-time, volatility, receiving constraints, and shipping constraints. Propose, design, order, and manage successful customer inventory builds. Maintain the inventory planning tool (GRS) accurate and actionable. Support onboarding of new lines of business, including new ship-to locations and new items within replenishment programs.
Collaboration with other departments to resolve critical customer issues (30% of time allocated to responsibilities): Align with customer buyer, merchandizing team, and/or customer supply chain team all tactical and strategic efforts to keep customer inventory healthy and effective. Collaborate with the Niagara Sales Team on customer relationship building, collaboration, communication, and alignment. Work with Customer Service Account Management to monitor order scheduling status, missed orders, backlog orders, cancellations, appointment availability, etc. Work with Demand Planning to understand customer sales forecast, market activities, promos, product movements, inventory builds, etc. Collaborate with Finished Goods Planning to manage product availability challenges, urgency of product recoveries and help on network constraint relief plans. Work with Logistics and Carrier Relations to guarantee healthy delivery of VDE loads, assess carrier performance, and communicate lane volume or frequency changes.
Communication: Maintain stakeholders' awareness of the health of assigned accounts (20% of time allocated to responsibilities): Maintain, monitor and pull data to create reports to inform Supply chain, Finance, and sales teams of assigned accounts healthiness. Participate and represent Niagara's supply chain in customer calls and visits. Have constant check-ins with customer buyers, the customer merchandising team, and the Niagara sales team. Provide quarterly updates to customers, sales, and supply chain stakeholders.
Continuous Improvement (10% of time allocated to responsibilities): Partner with support departments such as Continuous Improvement (CI), Decision and Data Intelligence (DDI), Information Technology (IT), and Artificial Intelligence (AI) to drive projects that improve process effectiveness and efficiency. Perform postmortem analysis of derailing metrics and participate in corrective action plan. Recommend solutions to customer issues and monitor key process improvement measures and performance metrics for continuous improvement.

Benefits

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