Customer Account Representative III

ACT Fulfillment is looking for a reliable and motivated team player for the customer account team. This position plays a dynmaic role for an Employee Stock Ownership Plan (ESOP), 3PL logistics company.

ACT Fulfillment has been providing supply chain solutions since 1994. With three facilities covering over 1.5 million square feet. serves many customers from a wide variety of industries. From electronics and games to consumer goods, footwear and apparel, the service offering is broad but at the same time remains focused on quality and accuracy. The company continues to grow and prosper because of the valuable customers, including the employees we have been fortunate to attract. Nearly every service provider today has the same set of tools, but it’s the people and relationships that matter. We have built an employee-ownership company and welcome you to apply through our career page to join an exciting journey!

Competitive Benefits:

• Employee-Stock Ownership Plan (ESOP)
• Health, Dental and Vision Plans
• Employee Assistance Program
• 401(k) plan - Employer Match
• Supplemental Voluntary Life - AD&D, Critical Illness, STD, LTD
• Flexible Spending Account (FSA)
• Company-paid benefits, including life insurance of $50,000
• Vacation and Sick Paid Time Off
• Company Paid Holidays
• Year-Round Employee Events 

Job Summary: As a Customer Account Representative lll, you will be the primary point of contact between our organization and our customers. You will play a vital role in ensuring customer satisfaction and building lasting relationships. The position is responsible for processing all customer orders in accordance with customer specifications and service level agreements between ACT and the customer.

Essential Duties and Responsibilities:

• Follow all customer SLAs (service level agreements) in place
• Meet standard processing times for each office function
• Order Allocation – Allocate systemically all customer outbound orders
• Order Allocation – Resolving any issues preventing allocation of orders
• Order Waving – Wave orders based on set guidelines by each external shipping point, print shipping labels when required, send orders out with any ship point specific guidelines for labeling, packaging
• Order Waving – Resolving any issues preventing waving of orders
• Order Routing – Prioritize orders by routing guidelines including lead times to ensure shipping on time
• Order Routing – Resolving any issues preventing routing of orders
• Update notes on OOR with routing or any needed updates for customers
• Assure proper billing procedures are followed to ensure proper invoicing to customer
• Review Open Order Report daily to ensure status of your orders are in line to SLAs
• Fulfilling order inquiry requests from external customers
• Inner office communication to expedite workflow
• Preparing documentation for customer billing
• Customer invoice generation in billing software
• Supplies cataloging (Chep date entry, pallet info)
• Ensuring label compliance
• Scheduling shipments with carriers and DCs

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Qualifications

Knowledge, Skills and Abilities:

• Knowledge in customer service and customer account experience is required
• Strong analytical skills, independent thinking, and reasoning ability
• Ability to multi-task in a fast-paced environment to manage multiple accounts
• Possess excellent organizational and time management skills
• Strong excellent verbal and written communications skills
• Ability to work and communicate with all levels of the organization

• Ability to manage several complex projects simultaneously while working under pressure to meet deadlines
• Ability to work effectively in a team environment
• Ability to work extended hours if needed

Equipment Knowledge:

• Knowledge of Microsoft Office Suite (Excel, Word and PowerPoint).
• Proficient computer skills.

Experience Requirements: Generally, requires two (2) to three (3) years’ experience in a logistics or distribution work environment.

Education Requirements: High School Diploma or GEDrequired. Associates Degree in Business Administration a plus or related field preferred or a combination of education and equivalent work experience.

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Judgment/Reasoning Ability: Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise, and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

ACT Fulfillment is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.