Customer Service Analyst II, CIS

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 Analyst II, CIS

The Customer Service Analyst II, CIS is responsible for reviewing opportunities that exist on the supply chain front by partnering up with our customers and internal departments to both identify the challenges at hand and more importantly, develop and implement solutions. The Customer Service Analyst I, CIS will support supply chain alignment between our Customers and Niagara by maintaining Vendor Managed Inventory (CIS) relationships. Execute continuous improvement initiatives on established value add programs. Maintain customer KPI’s and data visualizations for the CIS relationship, including inventory levels, inventory turns, order volatility and other metrics. Work cross functionally with operations and sales teams to streamline the value add program process.

Essential Functions

• Manage and Lead Customer meetings from a CIS stock perspective
• Mange customer inventory at DC level using designated software tool
• Create replenishment orders optimized by truckload using designated software tools
• Analyze and manage forecast/inventory exceptions
• Maintain customer processes and parameters (Min/Maxes, etc.)
• Work closely with Supply Planning to communicate changes to the forecast
• Recommend solutions to customer issues and monitor key process improvement measures and performance metrics for continuous improvement
• Collaborate with other department supervisors and managers to prioritize and execute collective efforts towards resolving critical customer issues
• Develop relationships with all supply chain departments, customers and Sales Team Members
• Ability to gather/analyze raw data in order to tell a compelling story through numbers
• Participate and represent Niagara supply chain in customer calls and visits
• Maintain minimum service metric standard for our key customers
• Participate in development and execution of strategic planning for new processes and supply chain initiatives or other organizational changes as they relate to Customer Service
• Improve customer service quality results by:
  • Studying, evaluating, and re-designing processes
  • Establishing and communicating service metrics
  • Monitoring and analyzing results
  • Implementing changes as needed
• Make effective recommendations regarding long term issues that do not require team discussion, input, or agreement
• Work hand in hand with our analytics department to build business cases for areas of focus
• 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 Supply Chain/Customer Service or other related field
  • 2 Years  – Experience in Analytics

              *experience may include a combination of work experience and education

• Travel: 5% - the occasional yearly customer meetings may require in person attendance.  
• Preferred Qualifications:
  • 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

Competencies

• Advanced knowledge of and experience with Microsoft Word, Excel, PowerPoint, and Outlook.
• Strong business acumen
• Proven customer service skills
• Strong problem solving/ analysis abilities
• Knowledge of Process Management
  • Ability to identify, suggest and implement process improvements
• Outstanding Customer/Client Focus
• Strong verbal and written communication skills
  • Speaks clearly and persuasively in positive or negative situations; demonstrates presentation skills. 
  • Writes clearly and informatively; presents numerical