Account Representative

Job purpose

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.

Duties and responsibilities

Customer Service & Order Management

• 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

Planning & Logistics

• 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

Other Duties and Specialized Functions

• 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

Qualifications

• 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)

Safety Requirements

• Must be able to work in an office setting.

Physical requirements

• This position is administrative in nature and will require the ability to sit, talk, or hear; frequently required to stand, walk, reach, bend, and lift up to 15 pounds. NOTE: The physical requirements are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Please note that pay offered is based upon job-related knowledge, skills, and experience.