Customer Service Representative (61579)

About Accion Performance:

Accion Performance is the science of supply chain and a Morales Group company. We take logistics to the next level by helping manufacturers and distribution centers control their supply chain operations. We design performance-based operational approaches that increase productivity and achieve operational objectives — allowing our customers to focus on core business objectives. Learn more: https://accion.work/

Why Accion Performance?

We want you to be part of our mission to build better futures. We believe in the relentless pursuit of growth and development of all our teammates. We show courage by communicating candidly and sharing bold ideas. We work humbly to create an inclusive and trusting community. And we are relentless in our pursuit of being a light to our clients and teammates. We stay gritty by embracing perseverance, resilience, and determination in overcoming challenges and achieving success together.

If you are ready to jump on board with a high growth organization, Accion Performance is the place for you. Join our globally diverse culture filled with deep camaraderie and passion for a bolder future. We need hungry, humble and people-smart leaders to help pave the way.

The Position:

As a Customer Service Representative (CSR) at our 3PL facility, you will serve as the primary point of contact for clients utilizing our overflow storage, omni-channel fulfillment, and value-added services. You will enhance the customer experience through timely communication, accurate order entry and processing, thorough follow up, and proactive problem-solving, while collaborating with internal teams to meet service level agreements and operational goals.

The Duties:

• Serve as the liaison between customers and internal departments (operations, inventory, shipping, etc.).
• Resolve customer issues promptly and professionally, escalating when necessary.
• Manage inbound and outbound communication and scheduling regarding order status, inventory levels, and other service requests.
• When needed process orders across multiple channels (e-commerce, retail, wholesale) using WMS and OMS platforms.
• Monitor inventory and coordinate retrievals, shipments, and replenishments.
• When needed provide customer support to our value-added services department
• Maintain accurate records of customer interactions, transactions, and service requests.
• Physical and systematic document control of shipping and receiving records, COA’s, and other customer related documents
• Collaborate with warehouse and fulfillment teams to ensure timely and accurate execution of contractual services.
• Meeting and exceeding response time metrics on key KPIs
• Participate in continuous improvement initiatives to enhance customer experience and operational efficiency.

The Qualities:

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2 years of customer service experience in a logistics, supply chain, or warehouse environment.
• Proficiency with WMS (Warehouse Management Systems) and OMS (Order Management Systems).
• Exceptional communication and interpersonal skills.
•  The ability to de-escalate customer frustration and maintain a positive representation of the organization.
• Detail-oriented with excellent organizational and problem-solving abilities.
• Adaptability to frequent change.
• Patience, calmness and positivity during high volume seasons.
• Ability to multitask and thrive in a fast-paced, dynamic environment.
• Proficiency in Microsoft Office Suite; Excel experience required.
• Exceptional listening skills.

Preferred Experience:

• Experience with omni-channel fulfillment operations.
• Knowledge of value-added services in a warehouse setting.
• Understanding of 3PL operations and client service expectations.
• Experience in a multi-customer CSR role.
• Knowledge of basic accounting and accounting functions.

Accion Performance Benefits: 

• Health insurance – Medical, vision, dental and life insurance plans available.
• Disability Insurance – Short-term and long-term coverage.
• Paid Baby Bonding Time – because family is important.
• Competitive PTO
• 401k Plan - for saving for the future.
• Professional Development – From our monthly workshops to continuing education stipends – we believe in developing our team.
• A culture of Giving Back – 16 Paid Volunteer Hours
• Passport Program – we want to keep the team engaged in the culture we’ve built.

What we value:   

Be Humble  

Show up with no Ego and serve others.  

Be Courageous  

Be willing to step out for what is right and use your voice.  

Be a Light  

Shine bright when there is darkness.  

Be Gritty

Stay hungry, overcome challenges, produce results  

Accion Performance provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.