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Customer Service Manager, VMI & DTS

Company: Niagara Bottling
Location: Diamond Bar
Posted on: January 12, 2022

Job Description:

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, VMI & DTSThe Customer Service Manager, VMI-DTS leads a team responsible for developing the processes and systems related to servicing customers that belong to the Vendor Managed Inventory (VMI) and Direct to store (DTS) programs. The VMI-DTS programs leverage customer and industry data to set customer orders. These orders seek to keep the customer in healthy supply while enabling Niagara to optimize cost to serve. The manager will be responsible for developing and achieving department goals, leading the team members with the appropriate coaching and training to motivate their success. This individual will also serve as a thought leader in continuous improvement and someone who can drive action to further our effectiveness and efficiency within the organization.Essential Functions
    • Leads the team to achieve Customer Service, VMI-DTS department goals
      • Vendor Managed Inventory (VMI):
        • Leverage customer sales forecast and inventory plan to place orders seeking to keep the customer in stock, at an agreed fill rate, and within a set inventory goal.
        • Direct to Store (DTS):
          • Generate DTS routes leveraging historic customer sales and network design tools to optimize cost to serve
          • Orders from the VMI and DTS teams should be placed with the appropriate lead time, keeping rush orders low, stable volatility, and considering Niagara supply challenges to allow the Niagara supply chain to service the orders efficiently.
          • Work with the customer to maintain valid input data for both program models: receiving hours, receiving appointments, storage capacity, promotional activity, etc.
          • Collaborate with Sales and Customer Service Regional teams to prioritize collective efforts towards resolving critical VMI-DTS customer issues.
          • VMI-DTS team should provide valuable inputs on constrained supply to help prioritize orders to keep VMI-DTS customers in stock while helping alleviate the constrained situation.
          • Work with the sales department to onboard new customers or lines of businesses within existing customers under DTS and VMI programs. The partnership starts with proposing which customers seem ideal for the programs. The team should also provide data, present benefits, and answer questions to potential VMI-DTS customers. Finally, for customers brought on board, the manager and team will require participation in the system set up for the new customers.
          • Manages VMI-DTS team members performance
            • Oversee performance of the team to guarantee their success in achieving department goals.
            • Supervise the department, including but not limited to timekeeping, staffing, oversight, coaching/development, and prioritizing workload.
            • Set expectations and accountabilities for the team, creating a culture of open, timely, and honest feedback
            • Provide development, training, and all the necessary tools to team existing and new members to perform their tasks properly and on time.
            • Develop team goals and priorities. Administers appropriate tracking of projects to report the most up-to-date status.
            • Develop, track, reports on key performance indicators
            • Ensure that all communications are addressed with the commensurate level of urgency
            • Drives continuous improvement focused on efficiency and effectiveness of the team.
              • Act as an agent for change management within the planning organization, advocating for process alignment across departments and teams
              • Identify, drive and support initiatives to enhance processes and drive continuous improvement while maintaining a high quality
              • Work with internal stakeholders to define waste or inefficiencies within our operation.
              • Partner with IT, CI, Sales, and customers to develop and launch continuous improvement initiatives
              • 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
                • Technical Knowledge- Good with systems, and a strong Oracle, JDA, Logility, and Excel background is a plus. Understanding technology and IT limitations is critical in managing improvement projects. The candidate will need to understand the best practices in terms of the relationships between Niagara and its customers and be able to communicate that technically to the customer's supply chain.
                  • Ability to learn existing IT tools at Niagara quickly - Oracle, OTM, and VMI Software
                  • Ability to learn existing IT tools at Niagara's customer (VMI partner)
                  • Good knowledge of leveraging technical information for data collection
                  • Good knowledge of data visualization strategies and the ability to tell a story through data
                  • List if any travel is required using the percentage of time:
                    • 0-5% - on average travels only a few times a yearPlease 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 educationCompetenciesThis 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 teamsCompetencies
                                          • 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 decisionsEducation
                                                    • Minimum Required:
                                                      • Associate's Degree in (Business Administration, Economics) or other related field
                                                        • Preferred:
                                                          • Bachelor's Degree in (Business Administration, Economics) or other related fieldCertification/License:
                                                            • Required: N/A
                                                            • Preferred: N/AForeign Language
                                                              • Required: NA
                                                              • Preferred: Elementary Proficiency, SpanishBenefitshttps://careers.niagarawater.com/us/en/benefitsThis job is intended to be performed entirely outside of ColoradoAny employment agency, person or entity that submits a r--sum-- into this career site or to a hiring manager does so with the understanding that the applicant's r--sum-- 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 r--sum-- to the designated Niagara Bottling, LLC recruiter or, upon authorization, submit r--sum-- into this career site to be eligible for placement fees.

Keywords: Niagara Bottling, Diamond Bar , Customer Service Manager, VMI & DTS, Executive , Diamond Bar, California

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