Customer Service Account Specialist I (7am-3:30pm Monday – Friday )

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 (7am-3:30pm Monday – Friday )

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.

Essential Functions

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
• 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             
  • 2 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 ale