Customer Service Account Specialist I (Hybrid Fri–Mon | 5 AM Weekend Shifts)

Niagara Bottling is seeking a Customer Service Account Specialist I to provide support to internal and external customers by troubleshooting orders and delivery issues. The role involves coordinating with various teams and managing key customer accounts to drive service level improvements and ensure customer satisfaction.

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

Skills

• 0 Years – Experience in Field or similar manufacturing environment
• 0 Years – Experience in Position
• 0 Years – Experience managing people/projects
• Associate's Degree or equivalent work experience
• 2 Years– Experience in Field or similar manufacturing environment
• 2 Years – Experience working in Position
• 2 Years – Experience managing people/projects
• Bachelor's Degree in related field

Benefits

• 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!

Company Overview

Company H1B Sponsorship