Customer Service Representative I (7:30am-4:00pm Monday- Friday)

Niagara Water•Diamond Bar, CA

21h•Onsite

About The Position

Customer Service Representative I (CSR I) is our first level of support for internal and external customer. Assist with the overall customer needs and other queries by working closely with Operations, Planning, Cost Management, and Sales team. This position embodies the values of Niagara’s LIFE competency model, focusing on the following key drivers of success: Lead Like an Owner, InnovACT, Find a Way, and Empowered to be Great. The role requires consistent punctuality and attendance. 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.

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
High School Diploma
N/A

Nice To Haves

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
Bachelor's Degree in a related field or equivalent work experience
N/A
None Required
None Required

Responsibilities

Schedule customer delivery appointments and/or customer pickup appointments (50%)
Opportunity to advocate for the customer by resolving and assist with inquiries and concerns (25%)
Track customer delivery appointments and/or customer pickup appointments (25%)
Assigned low volume accounts for management
Acts as an advocate for the customer with a balanced and objective approach
Responds to all customer emails/inquiries within 30 minutes and have resolution by EOD or within 24 hours if received after noon
Ownership of customer satisfaction and drives success through identifying opportunities, problem solving and leading solution development efforts
Awareness of all SKU’s in the customer portfolio and sourcing options for all items
Researches inventory imbalances using all available resources and is proactive in identifying root causes, corrective actions and solutions
Completes a weekly customer scorecard and understands how key metrics drive success including order volatility/smoothing, forecast vs demand, dynamic sourcing and customer behavior
Maintains a compliant Open Order Report
Utilizes the resources available to develop their analytical, interpersonal and problem solving skills and further their Niagara knowledge
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
Responsible for interdepartmental cross training and understanding the supply chain process

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