Customer Account Representative II

ACT FULFILLMENT INC•Jurupa Valley, CA

2d•$19 - $22•Onsite

About The Position

The Customer Service Representative delivers exceptional service to both internal and external customers by leveraging in-depth knowledge of company products and programs, while maintaining clear and effective communication with team members within the customer service department.

Requirements

High school diploma or GED required
1–3 years of experience in logistics, transportation, warehouse operations, or customer service required
Strong understanding of logistics processes including order entry, routing, shipping, and distribution
Proficient in Microsoft Office, especially Excel, Outlook, and data tracking tools (e.g., Smartsheet)
Strong communication skills, both written and verbal, with the ability to interact with internal teams, carriers, and customers
Ability to manage multiple orders and priorities in a fast-paced, deadline-driven environment
Strong attention to detail and accuracy in order processing and documentation
Possess excellent organizational and time management skills
Problem-solving skills with the ability to quickly resolve shipment, routing, and order issues
Ability to interpret and follow SLAs, routing guides, and shipping requirements
Strong organizational and time management skills
Ability to work independently as well as in a team environment
Reliable attendance and willingness to work overtime as needed
Ability to read, write, and communicate effectively in English
Ability to work and communicate with all levels of the organization.
Ability to exercise sound reasoning, remain composed under pressure, and escalate concerns appropriately and in a timely manner when necessary.

Nice To Haves

associate’s degree in logistics or related field preferred
Experience with order management systems (WMS, TMS, ERP) preferred

Responsibilities

Adhere to all customer service level agreements (SLAs) and ensure compliance with established requirements
Meet established processing time standards for assigned operational tasks
Systematically allocate all customer outbound orders in the system
Identify, troubleshoot, and resolve issues preventing successful order allocation
Wave orders in accordance with established shipping point guidelines
Generate shipping labels as required and ensure compliance with all labeling, packaging, and shipping standards
Resolve issues that may delay or prevent order waving
Route orders according to established routing rules and lead times to ensure on-time shipment performance
Investigate and resolve routing exceptions and related order issues
Maintain and update detailed notes in the Open Order Report (OOR) to reflect critical updates impacting customer orders
Monitor and review the Open Order Report (OOR) daily to ensure all orders align with SLA requirements
Provide weekly communication to customers regarding the status of the Open Order Report (OOR), ensuring all updates and critical aspects are thoroughly addressed
Respond to and process external customer order inquiries in a timely and accurate manner
Communicate effectively with internal teams to support workflow efficiency and escalate issues to supervisors when necessary
Complete supplies cataloging activities, including CHEP data entry and pallet information management
Ensure label compliance and communicate testing outcomes and results to customers as required
Schedule shipments with carriers and distribution centers, accurately record appointments in Smartsheet, and maintain supporting documentation to prevent chargebacks or Truck Order Not Used (TONU) fees
Support departmental operations across multiple locations
Travel regularly between multiple sites to ensure operational and safety consistency - Must maintain a valid driver’s license, proof of insurance, and maintain a clean motor vehicle report at all times throughout employment
Other duties as assigned