Customer Service Analyst II (Onsite: Bentonville, AR)

Join Niagara Bottling, a leading beverage manufacturer built on the mission of providing high-quality affordable beverages since 1963. Through innovation, collaboration, and a shared commitment to ​embracing adventure, we are revolutionizing the beverage manufacturing industry while creating opportunities for Team Members to make an impact. Together, we are connected by possibility.
Customer Service Analyst II (Onsite: Bentonville, AR)
Customer Service Analyst II, Replenishment, is responsible for managing customer inventory to maintain optimal in‑stock levels while adhering to inventory targets and supply constraints. This role monitors and places orders, maintains inventory planning tools, and designs item‑level inventory policies based on demand, lead time, and service expectations. The analyst collaborates cross‑functionally with sales, planning, logistics, and customers to resolve issues, improve order performance, and ensure product availability. They communicate account health through reporting and customer engagement, support onboarding of new business, and drive continuous improvement initiatives by analyzing performance metrics and implementing solutions that enhance efficiency and service delivery.
Essential Functions
Manage Customer Inventory (40% of time allocated to responsibilities)
Monitor, edit, and place orders to maintain agreed in‑stock levels while adhering to inventory targets.
Ensure customer orders align with appropriate lead times, stable demand volatility, low percentages of rush orders and cancellations, and Niagara supply constraints to support efficient cost to serve.
Monitor and collaborate on metrics not controlled by the Replenishment team but highly influential to their operation. For example, forecast accuracy, on-date delivery, order reschedules, missed pick-ups, appointment availability, percentage of orders scheduled, product availability, and carrier performance.
Collaborate with customer to address concerns and initiatives related to ordering tools, data discrepancies, distribution center or store inventory, inventory builds, and changes in ordering or inventory strategies.
Design and maintain inventory policy for the assigned customer. The Replenishment analyst should evaluate the inventory policy by item, customer location, and quarter. Inventory policy requires the calculation of ideal DOH based on desired service level, lead-time, volatility, receiving constraints, and shipping constraints.
Propose, design, order, and manage successful customer inventory builds.
Maintain the inventory planning tool (GRS) accurate and actionable.
Support onboarding of new lines of business, including new ship‑to locations and new items within replenishment programs.
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Collaboration with other departments to resolve critical customer issues (30% of time allocated to responsibilities)
Align with customer buyer, merchandizing team, and/or customer supply chain team all tactical and strategic efforts to keep customer inventory healthy and effective.
Collaborate with the Niagara Sales Team on customer relationship building, collaboration, communication, and alignment.
Work with Customer Service Account Management to monitor order scheduling status, missed orders, backlog orders, cancellations, appointment availability, etc.
Work with Demand Planning to understand customer sales forecast, market activities, promos, product movements, inventory builds, etc.
Collaborate with Finished Goods Planning to manage product availability challenges, urgency of product recoveries and help on network constraint relief plans.
Work with Logistics and Carrier Relations to guarantee healthy delivery of VDE loads, assess carrier performance, and communicate lane volume or frequency changesundefined
Communication: Maintain stakeholders' awareness of the health of assigned accounts (20% of time allocated to responsibilities)
Maintain, monitor and pull data to create reports to inform Supply chain, Finance, and sales teams of assigned accounts healthiness.
Participate and represent Niagara's supply chain in customer calls and visits.
Have constant check-ins with customer buyers, the customer merchandising team, and the Niagara sales team.
Provide quarterly updates to customers, sales, and supply chain stakeholders.undefined
Continuous Improvement (10% of time allocated to responsibilities)
Partner with support departments such as Continuous Improvement (CI), Decision and Data Intelligence (DDI), Information Technology (IT), and Artificial Intelligence (AI) to drive projects that improve process effectiveness and efficiency.
Perform postmortem analysis of derailing metrics and participate in corrective action plan.
Recommend solutions to customer issues and monitor key process improvement measures and performance metrics for continuous improvement.
Qualifications
Minimum Qualifications:
2 Years – Experience in Supply Chain/Customer Service or other related field
2 Years – Experience in Analytics
*Experience may include a combination of work experience and education;"
List if any travel is required using percentage of time:
10% - Once a quarter
Preferred Qualifications:
4 Years – Years of Experience in Supply Chain/Customer Service or other related field
4 Years – Years of Experience in Analytics
*Experience may include a combination of work experience and education;
Competencies
Technical & Systems Knowledge– Good with systems, and a strong Oracle, JDA, Logility, EDI and Excel. Understanding technology and IT limitations is critical in managing improvement projects.
Demonstrate strong working knowledge of systems such as Oracle, JDA, Logility, EDI, and Excel.
Understand technology capabilities and limitations to effectively manage and prioritize improvement initiatives.
Quickly learn and adapt to Niagara systems including Oracle, OTM, and replenishment software.
Learn and navigate customer systems as required to support replenishment execution.
Leverage technical data for analysis, reporting, and decision support.
Apply data visualization best practices to clearly communicate insights and tell compelling stories through data.
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.
This position embodies the values of Niagara’s LIFE competency model, focusing on the following key drivers of success:
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:
Bachelor's Degree in (Business Administration, Economics, Statistics) or other related fields
Preferred:
Master's Degree in (Business Administration, Economics) or other related field
Certification/License:
Required: N/A
Preferred: N/A
Foreign Language
Required: None Required
Preferred: None Required
Typical Compensation Range
Pay Rate Type: Salary
$73,097.24 - $105,991.01 / Yearly
Benefits
Our Total Rewards package is thoughtfully designed to support both you and your family:

Skills
Artificial Intelligence, Excel, Process Improvement, Account Management, Onboarding