Customer Service Representative II (5:00am-1:30pm M-F)

Niagara Water•Diamond Bar, CA

15h•Onsite

About The Position

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.

Requirements

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
High School Diploma
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the California Fair Chance Act, and any other applicable local and state laws.

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

Responsibilities

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 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
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
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
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

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