Customer Service Representative

OVERVIEW We are looking for a driven and detail-oriented individual to join our team as a Customer Service Representative. This position functions as an Account Manager within our multi-client 3PL warehouse, serving as the day-to-day contact for assigned clients and playing an integral role in the full order lifecycle. The role is heavily involved in the operation and requires a high level of critical thinking, analytical ability, and proactive problem-solving to ensure a seamless client experience and adherence to service levels. Successful candidates take ownership of their accounts by actively interpreting client needs, making informed decisions, and collaborating cross-functionally to drive outcomes. This position requires developing a deep understanding of operational processes and using that knowledge to filter, prioritize, and act on information effectively, and go beyond simply relaying information to truly managing and driving account performance. KEY RESPONSIBILITIES Act as the primary contact for assigned customer accounts, providing consistent and professional communication Maintain all customer-related master data (item setup, account setup, routing, and compliance) Process/input customer orders; review daily EDI transmissions, make necessary corrections, and manually enter orders as needed Track order fulfillment progress and proactively communicate any exceptions or delays to clients and management Coordinate customer needs with appropriate departments, including special requests such as expedited shipments, routing instructions, and compliance guidelines Maintain ongoing, open communication with customers to develop strong relationships and provide updates on order status, inventory availability, or operational changes Monitor workflows to ensure timely order releases and overall service level compliance Follow up with internal departments to ensure service standards are being met and issues are resolved promptly Prepare internal forecasts for incoming volumes, product launches, and special programs Collaborate with the Finance department to resolve chargeback disputes and provide required documentation Support team coverage by assisting coworkers during absences to ensure continuity Continuously look for opportunities to improve processes and service delivery through critical analysis Other duties as assigned REQUIRED SKILLS Minimum 3 years of experience in a 3PL or multi-client distribution environment Minimum 3 years in a customer service, account management, or order fulfillment role Strong critical thinking and analytical skills with the ability to assess situations and make sound decisions quickly Exceptional verbal and written communication skills Strong problem-solving abilities with a proactive approach to client and operational challenges Ability to manage multiple tasks with accuracy in a high-volume, fast-paced environment Highly organized with solid time-management and prioritization skills Positive attitude with a strong sense of urgency and accountability Proficiency in Microsoft Office, especially Excel Strong interpersonal skills and the ability to build positive working relationships with both internal teams and external clients Willingness to work overtime as needed Team-oriented and growth-minded PREFERRED SKILLS Experience with 3PL Central software or other WMS platforms Background in Health & Beauty or similar consumer product industries OTHER INFORMATION This is a full-time, on-site position based out of our Cranbury, NJ facility. Standard work hours are Monday through Friday, beginning at 7:45 AM to 5:00PM. This is role requires flexibility in scheduling to meet business and client needs. While typical workweeks may align with standard business hours, candidates should understand that additional time, including extended hours or occasional weekends, may be required to ensure timely service and effective account management. All employees are expected to work the weekend after Thanksgiving…

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