Customer Service Representative II

**Customer Service Representative II**

Location Diamond Bar, California, United States of America Category Supply Chain Job Id R28056 JOB DESCRIPTION At Niagara, were 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 Representative IIThe 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 isnt 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

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

**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 Niagaras 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 ones 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

**Benefits**

***This job is intended to be performed entirely outside of Colorado***

**Any employment agency, person or entity that submits a rsum into this career site or to a hiring manager does so with the understanding that the applicant's rsum will become the property of Niagara Bottling, LLC. Niagara Bottling, LLC will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.**

**Employment agencies that have fee agreements with Niagara Bottling, LLC and have been engaged on a search shall submit rsum to the designated Niagara Bottling, LLC recruiter or, upon authorization, submit rsum into this career site to be eligible for placement fees.**

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