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 (Hybrid Fri–Mon | 5 AM Weekend Shifts) 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. Schedule Requirement (Friday–Monday): Hybrid role: Remote Friday–Sunday, onsite Monday Friday (Remote) & Monday (Onsite): 7:30 AM – 4:00 PM Saturday & Sunday (Remote): 5:00 AM – 5:00 PM Must be available all four days 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.

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

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

Benefits

• Our Total Rewards package is thoughtfully designed to support both you and your family:
• 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!
• https://careers.niagarawater.com/us/en/benefits
• Los Angeles County applicants only 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.
• Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé 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 résumé to the designated Niagara Bottling, LLC recruiter or, upon authorization, submit résumé into this career site to be eligible for placement fees.