Customer Account Representative I

ACT Fulfillment, Inc.; Fontana, Northern (CA, KY); Hybrid; 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 to 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.

The role requires adherence to SLAs, accurate order processing, labeling and shipping procedures, and collaboration with internal teams.

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
• Proficiency in Microsoft Office, especially Excel, Outlook, and data tracking tools (e.g., Smartsheet)
• Ability to read, write, and communicate effectively in English

Responsibilities

• Adhere to all customer service SLAs and ensure compliance with established requirements
• Meet established processing time standards for assigned tasks
• Systematically allocate all customer outbound orders in the system
• Identify, troubleshoot, and resolve issues preventing successful order allocation
• Wave orders in accordance with shipping point guidelines
• Generate shipping labels and ensure compliance with labeling, packaging, and shipping standards
• Respond to and process external customer order inquiries promptly
• Schedule shipments with carriers and maintain documentation to prevent chargebacks

Skills

Customer service

Communication

Attention to detail

Multitasking

Education

High school diploma or GED

Tools

WMS

TMS

ERP

Smartsheet

Job description

Job Details: Job Location: Hemlock - Fontana, CA 92337, Position Type: Full Time, Salary Range: $20.00 - $22.00 Hourly, Travel 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 escalate 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 escalate concerns appropriately and in a timely manner when necessary