Job Information
Niagara Bottling LLC Customer Service Manager in Diamond Bar, California
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 Manager
The Customer Service Manager is responsible for the processes and systems related to the servicing of customers and support of sales staff and the rest of the supply chain team. This position would be responsible for the delivery of administrative and operational assistance, through supervisors, designed to promote revenue growth, productivity, above average service metrics and exceptional levels of customer satisfaction. They will be responsible for providing team members with the appropriate training and tools to direct and motivate their success.
Essential Functions
Develop and implement solutions to customer issues and monitor key process improvement measures and performance metrics for continuous improvement
Collaborate with other department managers and supervisors and prioritize collective efforts towards resolving critical customer issues
Guide, coach, and help develop skills and knowledge of Customer Service Team Supervisors, CSRs and provides direction regarding team member focus on tasks and projects through day-to-day coaching
Develop and manage relationships with customers and Sales Team Members including responding to emails and phone calls and participating in customer visits
Responsible for maintaining minimum service metric standard for overall customer base and top 60 specifically.
Participate in development and execution of strategic planning for new customers, new items, new packaging, new facilities or other organizational changes as they relate to Customer Service
Improve customer service quality results by:
Studying, evaluating, and re-designing processes
Establishing and communicating service metrics
Monitoring and analyzing results
Implementing changes as needed
Make effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreement
Continually update job and industry knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations
List if any travel is required using percentage of time:
0-5% - on average travels only a few times a year
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:
6 Years – Experience in Field or similar manufacturing environment
6 Years – Experience in Position
6 Years – Experience managing people/projects
*experience may include a combination of work experience and education
Preferred Qualifications:
10+ Years– Experience in Field or similar manufacturing environment
10+ Years – Experience working in Position
10+ 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
Manages a safe working environment, accurately documents safety related training, and effectively communicates safety incidents
Provides strategic input and oversight to departmental projects
Makes data driven decisions and develops sustainable solutions
Skilled in reducing costs and managing timelines while prioritizing long run impact over short term wins
Makes decisions by putting overall company success first before department/individual success
Leads/facilitates discussions to get positive outcomes for the customer
Makes strategic decisions which prioritize the needs of the customer over departmental/individual goals
InnovACT
Continuously evaluates existing programs and processes, and develops new initiatives to increase efficiency and reduce waste
Creates, monitors, and responds to departmental performance metrics to drive continuous improvement
Communicates a clear vision, organizes resources effectively, and adjusts the strategy as needed when managing change
Find a Way
Demonstrates ability to think analytically and synthesize complex information
Effectively delegates technical tasks to subordinates
Works effectively with departments, vendors, and customers to achieve organizational success
Identifies opportunities for collaboration in strategic ways
Empowered to be Great
Makes hiring decisions primarily based on culture fit and attitude, and secondarily based on technical expertise
Engages in long term talent planning
Provides opportunities for the development of all direct reports
Understands, identifies, and addresses conflict within own team and between teams
Competencies
Intermediate knowledge of and experience with Microsoft Word, Excel, Access, and Outlook.
Strong business acumen
Proven leadership qualities
Strong problem solving/ analysis abilities
Knowledge of Process Management
Ability to identify, suggest and implement process improvements
Outstanding Customer/Client Focus
Strong Technical Capacity
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.
Strong relationship building skills internally and externally
Detail oriented and accurate
Teamwork Orientation – collaborates well in a group and contributes in reaching shared goals
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
Able to delegate effectively
Change Management - communicates changes effectively; builds commitment and overcomes resistance.
Ability to manage multiple sources of information and make independent and timely decisions
Education
Minimum Required:
Associate's Degree in (Business Administration, Economics) or other related field
Preferred:
Bachelor's Degree in (Business Administration, Economics) or other related field
Certification/License:
Required: N/A
Preferred: N/A
Foreign Language
Required: NA
Preferred: Elementary Proficiency, Spanish
Typical Compensation Range
Pay Rate Type: Salary
$117,858.39 - $167,948.22 / Yearly
Bonus Target: 10% Annual
Benefits
https://careers.niagarawater.com/us/en/benefits
- Los Angeles County applicants only* Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the California Fair Chance Act, and any other applicable local and state laws.
Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Niagara Bottling, LLC. Niagara Bottling, LLC will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.
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.
Niagara Bottling, LLC has been family owned and operated since 1963. Niagara is a leading bottled water manufacturer in the U.S., supplying major retailers across the nation. With incredible growth over the past several years, the career possibilities at Niagara are endless!
Niagara’s culture is fast-paced, innovative and intensely collaborative. Our Team Members are passionate, driven and always find a way to get the job done. We work hard and play hard while staying true to our family atmosphere.
From competitive benefits and retirement options to educational reimbursements, ongoing training courses and exciting career advancement opportunities, at Niagara we truly take care of our Team Members.
We hope that you consider joining our Niagara family!
Niagara Bottling LLC is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.
