Customer Account Representative I

ACT FULFILLMENT INC; Fontana (CA); On-site; USD 28,000 - 30,000; Full time

Job summary

ACT FULFILLMENT INC in Fontana, CA is seeking a Customer Service Representative to deliver exceptional service by leveraging knowledge of products and programs, while coordinating with the customer service team to maintain clear communication and meet SLAs.

The role requires 1–3 years in logistics or customer service, proficiency with WMS/TMS/ERP, and strong Excel/MS Office skills. It offers full-time hours and an hourly wage of $20.00–$22.00 with travel up to 10%.

Qualifications

• High school diploma or GED required.
• 1–3 years of experience in logistics, transportation, warehouse operations, or customer service required.
• Experience with order management systems (WMS, TMS, ERP) preferred.
• 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).

Responsibilities

• Adhere to all customer service 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.
• Route orders according to 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) reflecting 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).
• Respond to external customer order inquiries in a timely and accurate manner.
• Communicate effectively with internal teams to support workflow efficiency and escalate issues as needed.
• Schedule shipments with carriers and distribution centers, record appointments in Smartsheet, and maintain supporting documentation.
• Travel regularly between multiple sites to ensure operational and safety consistency.

Skills

Communication skills

Excel

Smartsheet

MS Office

Education

High school diploma or GED

Associate's degree in logistics

Tools

WMS

TMS

ERP

Job description

Job DetailsJob Location: Hemlock - Fontana, CA 92337Position Type: Full TimeSalary Range: $20.00 - $22.00 HourlyTravel Percentage: Up to 10%Job Shift: Day

Job Summary:

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.

Essential Functions:

• 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 elevate 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

Qualifications:

• High school diploma or GED required; associate’s degree in logistics or related field preferred
• 1–3 years of experience in logistics, transportation, warehouse operations, or customer service required
• Experience with order management systems (WMS, TMS, ERP) preferred
• 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 elevate concerns appropriately and in timely when necessary