Account Representative

Sonwil Distribution Center Inc•West Seneca, NY

22d

About The Position

The Account Representative is responsible for a full range of activities which aids in operational effectiveness and excellence within the warehousing & fulfillment operations. Dedicated to serve as the voice of the Company and ensure a high level of customer satisfaction for client accounts, this position is responsible for the order management activities, policies and relationships within the order to cash process while responding to inquiries, processing orders to the distribution floor for accurate and timely routing/shipping, scheduling shipments, ensuring compliance with customers routing/vendor standards, and resolving customer issues in a prompt, courteous, and effective manner.

Requirements

High School Diploma/GED or equal relevant experience
Proven team player with exemplary interpersonal skills
Strong organizational skills with exceptional verbal and written communication skills
Ability to exercise strong judgment and interpretation of customer request
Ability to troubleshoot customer issues and coordinating with various internal departments
Comfort in navigating through multiple systems and windows simultaneously
Familiar with a variety of customer service concepts, practices and procedures
Ability to successfully interact with all levels of customers, transportation carriers and vendors
Must be detailed oriented and able to handle multiple tasks simultaneously
Prior experience working in a Third Party (3PL) Distribution Center, Ecommerce, Wholesale Fulfillment, Value Added Services with a working understanding of Vendor Compliance
Knowledge of retailers’ requirements and experience routing via TMS systems
2-5 years in a Customer Service/Traffic/Shipping role preferred
High proficiency with MS Office (Excel, Word, Outlook)
Must be able to work in an office setting.

Responsibilities

Maintains excellent working relationships with client by responding to all inquiries and complaints concerning orders, invoices, shipments, inventory counts, etc. in a professional, courteous and efficient manner
Reports customer feedback to management, including any signs of customer dissatisfaction
Respond to email inquiries accurately and effectively within etiquette standards
Professionally handle high volume incoming customer orders for receiving, order allocation, shipping and inventory management
Accurate entry and creation of loads, routing customer orders using WMS system and ensuring compliance with all operating processes and procedures
Oversee all paperwork associated with orders and maintain the corresponding files, both electronic and physical
Consistently monitors the Electronic Database Interchange (EDI) for orders that need attention
Performs accurate and timely data entry for receiving, order allocation, shipping and inventory management
Bundles orders to build loads, sends email notices with BOL and carrier assignment information
Reviews pertinent reports and completes necessary documentation and/or update subscriptions
Navigates applicable customer web-based programs, in order to retrieve order information, make order changes and print applicable order information
Maintains ongoing, positive relationships with client, customers and operations and actively communicates any order management issues
Responsible for routing and printing of Bills of Lading for carrier loads
Ensure that the routing and scheduling of carriers is in compliance with customers routing/vendor standards to reduce department related charge-backs
Responsible for creation and maintenance of Master Data (SKUs, Vendors, NMFC codes) to ensure customer records are accurate and order entry is not delayed
Facilitates conversations between Operations, Transportation, Production, and Customers to review and coordinate any logistic issues such as shortages, transportation and product availability
Provide warehouse staff with necessary documents and information needed to complete receiving, and to ship orders
Coordinate special, last minute shipping requests with the Transportation and Operations Departments, expediting any order as necessary
Assists in identifying root cause analysis around account specific logistics related issues
Continuously evaluate and identify opportunities to drive process improvements that positively impact client and the company
Research, prioritize and resolve clients requests
Maintain a balance between company policy and client benefit in decision making
Responsible for utilizing and maintaining proprietary as well as commercial applications (i.e.: Sonwil Billing System, Sonwil Scheduler, Web Portals, and Outlook Calendars).
Provide support with other miscellaneous projects, filing and research