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.ResponsibilitiesResponsible 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 optionsRuns/Maintains exception and service level reports, distributing accordinglyRespond/troubleshoot to all customer requests, inquiries, and complaints in a timely manner such as emails/calls from buyers and corporate officesActs as advocate for customer with a balanced and objective approachMonitor team tracking all outbound shipments to ensure on time pick up and due diligence to track down late trucks with carriersOversees purchase order scheduling to ensure all orders are scheduled in a complete and timely manner delegating tasks as appropriateScope includes service performance by regional footprint, product type or per customer with national footprint and focus on a taking a proactive approach vs reactiveExercises independent judgement when resolving account concerns/issues receiving minimal direct supervision from CS Supervisor and/or ManagerOversees order modification requests ensuring they are completed in a timely manner and communicated to the buyerTakes a proactive approach communicating updates on late orders and or rush orders to buyersCommunicates 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 productReviews performance metrics and takes lead on coordinating resolutions and continuous improvement efforts with lower service performing customer accountsEnsure trucking and production coverage sufficiently meets customer demandManage 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 constrainedDrives training and implements changes from analytics findings to include new hire training and interdepartmental cross functional training to gain understanding of the Supply Chain processRepresent the company in face to face customer meetings when neededCollaborate with Sales Manager, Cost Management, Planning, and Order Management for promotional planning and executionSkills0 Years – Experience in Field or similar manufacturing environment0 Years – Experience in Position0 Years – Experience managing people/projectsAssociate's Degree or equivalent work experience2 Years– Experience in Field or similar manufacturing environment2 Years – Experience working in Position2 Years – Experience managing people/projectsBachelor's Degree in related fieldBenefitsPaid Time Off for holidays, sick time, and vacation timePaid parental and caregiver leavesMedical, including virtual care optionsDentalVision401(k) with company matchHealth Savings Account with company matchFlexible Spending AccountsExpanded mental wellbeing benefits including free counseling sessions for all team members and household family membersFamily Building Benefits including enhanced fertility benefits for IVF and fertility preservation plus adoption, surrogacy, and Doula reimbursementsIncome protection including Life and AD&D, short and long-term disability, critical illness and an accident planSpecial discount programs including pet plans, pre-paid legal services, identity theft, car rental, airport parking, etc.Tuition reimbursement, college savings plan and scholarship opportunitiesAnd more!Company OverviewNiagara Bottling provides bottled water and bottled sports drinks. It was founded in 1963, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 5001-10000 employees. Its website is http://www.NiagaraWater.com.Company H1B SponsorshipNiagara Bottling has a track record of offering H1B sponsorships, with 85 in 2025, 88 in 2024, 115 in 2023, 64 in 2022, 80 in 2021, 81 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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