Customer Service Representative Router

Who We Are

Unity. Loyalty. Advancement. Charity. It’s what drives United Legwear & Apparel Co. to be the best global designer, manufacturer, and distributor of legwear, bodywear, apparel, and accessories. Founded in 1998 by Isaac E. Ash to make the very best legwear on the market, ULAC is an industry leader offering a full range of products for babies, kids, teens, and adults. We strive to sell our products at affordable prices for families. Hard work and exponential growth year on year has transformed ULAC into a global apparel and accessories company.

Our goal to deliver superior products that ensure superior customer satisfaction is made possible by our team of dedicated professionals who work together to make the company the best in business. Our manufacturing, distribution, and logistics division produces the highest quality products at the best possible prices without cutting corners. Integrity of goods is key, so compliance and quality assurance are top priorities, along with meeting every delivery date—whether shipping across the state or around the world. 

We strive to foster an inclusive company culture that stands united to accomplish our mission. We are loyal to our people, supporting their development and ability to achieve excellence. We believe that when people bring their personal best to work each day, it leads to success, advancement, and upward mobility for all. We believe every individual has two hands: one to help themself, and one to help others. We pride ourselves in our value of charity and the commitments we make to help people in need. ULAC supports organizations that help those compromised by sickness, poverty, natural disasters, socioeconomic inequality, and other dire circumstances. 

If you share our vision of delivering superior products in a culture of growth, excellence, and caring, then we want to hear from you!

For more information about United Legwear & Apparel Co., please visit: https://ulac.com/

About the Role

The Customer Service Representative is responsible for managing end-to-end execution of order processing in a fast-paced and technology-driven environment as part of a $1B company’s automated 1.8M Sq Ft distribution center. 

The Customer Service Representative is responsible for delivering exceptional customer service for 10 to 30 retailer accounts by coordinating warehouse workflows from order receipt to invoicing. Customer Service Representatives manage the fulfillment of incoming and scheduled orders against manufacturing and inventory availability. The ideal candidate must possess robust routing experience and the ability to thrive in a dynamic fast-paced environment.

This role works as part of a team and cross functionally with operations to achieve department and operational goals. It requires flexibility and a desire to learn while working in a diverse team environment that prioritizes collaboration, trust, teamwork, and continuous improvement to drive customer satisfaction.

Our Leadership Team Responsibilities

At ULAC, we are looking for people who share our vision of fostering a collaborative culture of continuous improvement. All leadership roles at ULAC are responsible for developing, empowering, and growing our people to be and deliver their best. Leadership behaviors that model ULAC’s mission and values of Unity, Loyalty, Achievement, and Charity include:

• Lead Proactively: Anticipate and solve problems early, stay curious, and encourage team members to focus on solutions and high performance. Drive innovation by identifying and implementing improved approaches.

• Provide Positive & Frequent Performance Feedback: Regularly recognize good work, pinpoint improvement areas, and help with ongoing development.

• Initiate Structure: Set clear, challenging team goals, communicate them effectively, and create organized plans that align with company objectives.

• Achieve Objectives: Create and follow through on effective plans, guide team members consistently, and use data from reports to make decisions that help people and processes.

• Foster Positive Culture: Build and maintain an uplifting, trusting, and innovative workplace.

• Communicate Effectively: Promote open communication, listen actively, and facilitate teamwork and conflict resolution.

• Motivate and Inspire: Lead by example, show respect, and give encouragement, to inspire teams to achieve their best.

• Train and Develop Others: Act as a coach and mentor, focus on transferring knowledge, enhancing skills, and supporting high performance.

Key Responsibilities

1.  Customer Service Operations

•    Routes orders for 10 to 30 retail accounts; coordinate pick-up scheduling with freight companies while complying with specifications detailed in retailer-specific routing guides.

•    Updates warehouse management system (WMS) with order information (e.g., routing requests, scheduling details, load specifications, routed order weight) and create Bills of Lading (BOLs).

•    Monitors retailer requests for expedited orders and coordinate workloads to prioritize time-sensitive needs.

•    Resolves all order-related discrepancies and assist in vendor chargeback research.

•    Communicates high priority orders and containers to warehouse department as needed. 

•    Ensures customer SOPs are updated according to vendor guides and maintain cross-training across all accounts.

•    Manages and responds to email communications throughout the day, ensuring timely and accurate correspondence.

•    Efficiently manages and prioritizes multiple tasks and responsibilities, demonstrating strong organizational skills and meticulous attention to detail.

2.   Communication and Collaboration: 

•    Collaborates with Account Support and DC Warehouse teams to ensure accurate and timely order processing.

•    Actively communicates with retailer partners, providing order status updates and maintaining positive customer partnerships in accordance with ULAC core values.

•    Collaborates with internal and external partners and customers via email and/or phone to drive timely execution of all order processing and issue resolutions.

3.   Continuous Improvement

•    Apply updates to internal Standard Operating Procedures (SOPs) to reflect retailer guide changes.

•    Monitor customer feedback for opportunities to improve internal customer service best practices; communicate identified opportunities with team members to promote high quality service delivery.

•    Participate in process improvement efforts to enhance order accuracy and collaborate across departments to implement solutions.

4.   Continuing Education 

•    Stay up to date with industry trends, emerging technologies, and best practices related to ensuring effective customer service operations of automated distribution centers, supply chain operations, and logistics.

•    Participate in training programs to enhance skills and knowledge.

Education/Qualifications

•    Required

• High school diploma or equivalent.
• Working knowledge of Warehouse Management System (WMS) and Microsoft Office suite.
• Excellent English usage, reading, oral and written communication skills, as well as strong organizational skills and time management skills.
• Capacity to maintain a positive attitude and remain self-motived to perform at a high level. 
• Strong attention to detail and accuracy in a rapidly growing company with a fast-changing environment.

•    Preferred

• Bachelor’s degree in business administration, Supply Chain Management, or related field.
• Bilingual in Spanish.

Experience

•    Required

• Minimum of 3 years of routing experience, including 2 years in a retailer distribution center.
• Experience routing to major retailers (e.g., Walmart, Target, Costco) with proficiency in retailer-specific routing guides.
• Advanced Excel skills (VLOOKUP, Pivot Tables) and experience with data management.
• Proficiency with Warehouse Management Systems (WMS) and Transportation Management Systems (TMS).
• Strong communication, analytical, and problem-solving skills with the ability to resolve complex issues.
• Proven ability to prioritize tasks, manage multiple workloads, and maintain accuracy under pressure.
• Experience working independently and in teams within a fast-paced environment to ensure operational efficiency.

•    Preferred

• Experience with third-party logistics (3PL) operations.
• Familiarity with automated distribution centers and best practices in customer service operations.

What We Offer

At ULAC, we are committed to supporting the well-being and professional growth of our employees. Our comprehensive benefits package for all CA based employees includes:

•    Medical, Dental, and Vision Insurance

Access to quality health care coverage with a variety of plan options to fit your needs.

•    Short-Term and Long-Term Disability Insurance (100% Employer Paid)

Income protection to support you during unexpected health challenges, 100% company-paid.

•    Group-Term Life Insurance (100% Employer Paid)

Accidents can happen in an instant, affecting you and a loved one. Our Group-term Life Accidental Death and Dismemberment Insurance is designed to help families by providing financial protection in case of death or severe injury resulting from an accident.

•    Employee Assistance Program (EAP)

Confidential support services for mental health, work-life balance, and other personal matters.

•    401(k) Retirement Plan

Plan for your future with our competitive retirement savings plan, including employer matching of up to 4.5%.

•    Pet Insurance

Coverage options to help care for your furry family members.

•    Paid Time Off (PTO) and Sick Leave

 Competitive paid vacation and sick leave to support your work-life balance.

•    Bereavement Leave

Paid time off to grieve and attend to personal matters following the loss of a loved one.

•    Flexible Spending Accounts (FSA)

Pre-tax savings accounts for healthcare and dependent care expenses.

•    Tuition Reimbursement

 Support for continued learning and development through approved educational programs.

•    Voluntary Life Insurance

Option to voluntarily add additional financial protection in the event of an unfortunate loss.