Customer Service Representative II

Niagara Bottling Ontario, CA
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 II

Job Summary

The Customer Service Representative II (CSR) provides first level 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

Detailed Description

Inventory Awareness

* Awareness of all SKU's 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 isn't 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

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


* 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.

Work Experience/KSA's

* Required:

* 2-4 years – Years of Experience in Customer Service or other related field

* 2-4 years – Years of Experience in Business to Business

* 2-4 years – Years of Experience in Account Management

* experience may include a combination of work experience and education

* Preferred:

* 3-5 years – Years of Experience in Customer Service or other related field

* 3-5 years – Years of Experience in Business to Business

* 3-5 years – Years of Experience in Account Management

* experience may include a combination of work experience and education


* Intermediate to advance skills with Microsoft Office programs (Excel, Word, Outlook)

* Ability to manage multiple sources of information and make independent and timely decisions

* Strong verbal and written communication skills

* Speaks clearly and persuasively in positive or negative situations; demonstrates presentation skills.

* Writes clearly and informatively; presents numerical data effectively; able to read and interpret written information.

* Detail oriented and accurate

* Minimizes mistakes, follows every step in a process and follows through with all tasks

* Team oriented – collaborates well in a group and contributes in reaching shared goals

* Balances team and individual responsibilities

* Contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives

* Inspires and motivates others to perform well; influences actions and opinions of others; Displays passion and optimism.

* Solution driven – Identifies and problem solves through high volume work load with urgency

* Ability to prioritize multiple tasks effectively

* Time management - uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks.

* Strong relationship building skills

* Strong customer advocacy skills

* Strong leadership skills and ability to delegate

* Change Management - communicates changes effectively; builds commitment and overcomes resistance.

* Ability to identify, suggest and implement process improvements


* Minimum Required:

* High School Diploma

* Preferred:

* Bachelor's Degree in a related field or equivalent work experience


* Required: NA

* Preferred: NA

Foreign Language

* Required: NA

* Preferred: NA

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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.