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About the Role
The Account Representative is responsible for operational effectiveness and excellence within warehousing & fulfillment. This role serves as the voice of the Company, ensuring high customer satisfaction by managing order-to-cash processes, responding to inquiries, processing orders, scheduling shipments, ensuring compliance with vendor standards, and resolving customer issues.
Responsibilities
- Maintains excellent working relationships with clients by responding to inquiries and complaints professionally.
- Reports customer feedback and signs of dissatisfaction to management.
- Responds to email inquiries accurately and effectively.
- Handles high volume incoming customer orders for receiving, order allocation, shipping, and inventory management.
- Accurately enters and creates loads, routing customer orders using WMS system.
- Oversees and maintains all paperwork associated with orders.
- Monitors the Electronic Database Interchange (EDI) for orders needing attention.
- Performs accurate and timely data entry for receiving, order allocation, shipping, and inventory management.
- Bundles orders to build loads and sends email notices with BOL and carrier assignment information.
- Reviews pertinent reports and completes necessary documentation.
- Navigates customer web-based programs to retrieve order information, make changes, and print order details.
- Maintains ongoing, positive relationships with clients, customers, and operations.
- Routes and prints Bills of Lading for carrier loads.
- Ensures carrier routing and scheduling compliance with customer/vendor standards.
- Creates and maintains Master Data (SKUs, Vendors, NMFC codes) for accurate customer records.
- Facilitates communication between departments to coordinate logistic issues.
- Provides warehouse staff with necessary documents and information for receiving and shipping orders.
- Coordinates special shipping requests and expedites orders as necessary.
- Assists in root cause analysis for account-specific logistics issues.
- Continuously evaluates and identifies opportunities for process improvements.
- Researches, prioritizes, and resolves client requests.
- Maintains a balance between company policy and client benefit in decision-making.
- Utilizes and maintains proprietary and commercial applications.
- Provides support with miscellaneous projects, filing, and research.
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 requests.
- Ability to troubleshoot customer issues and coordinate with 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.
- High proficiency with MS Office (Excel, Word, Outlook).
Skills
- Customer Service
- Order Management
- WMS System
- EDI
- Data Entry
- MS Office (Excel, Word, Outlook)
- Interpersonal Skills
- Organizational Skills
- Verbal Communication
- Written Communication
- Judgment
- Troubleshooting
- System Navigation
- Vendor Compliance
- TMS Systems
Location
- Office setting
Work Type
- Full-time
Experience Level
- 2-5 years in a Customer Service/Traffic/Shipping role preferred
Education Level
- High School Diploma/GED or equivalent relevant experience