Customer Service Account Specialist I (hybrid Fri–mon | 5 AM Weekend Shifts)

Customer Service Account Specialist I

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.

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.

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

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
• 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:

• 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 impact of individual decisions and actions
• Seeks solutions rather than placing blame
• Empowered to be Great:
• Consistently looks for ways to improve one's self through growth and development opportunities
• Communicates clearly and promptly up, down, and across
• Communicates effectively to manage expectations

Education:

• Minimum Required: Associate's Degree or equivalent work experience
• Preferred: Bachelor's Degree in related field

Typical Compensation Range:

Pay Rate Type: Salary $71,314.38 - $92,708.69 / Yearly

Benefits:

Our Total Rewards package is thoughtfully designed to support both you and your family:

• 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!