Customer Account Representative I

Customer Account Representative I

Hemlock
- Fontana, CA 92337

Salary Range $20.00 - $22.00 Hourly Position Type Full Time Job Shift Day Travel Percentage Up to 10%

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

• 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