Customer Service Representative I (6:00am-2:30pm M-F)

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 Representative I (6:00am-2:30pm M-F)

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

Essential Functions

• 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

• Consistent punctually and attendance is an essential function of the job
• 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:
  • 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

• 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 Niagara’s 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 impac