Customer Service Representative

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/ 

• Lead Proactively: Anticipate and solve problems with foresight, reflection, and curiosity. Inspire, reinforce, and motivate team members to be solution-oriented and strive for performance excellence. Identify and drive creative solutions.
• Provide Positive & Frequent Performance Feedback: Maximize performance and motivation by acknowledging and reinforcing good performance, identifying opportunities for growth, and supporting continuous development.
• Initiate Structure: Establish, communicate, and achieve ambitious and specific team goals. Consistently plan and build structured processes that reinforce company objectives.
• Achieve Objectives: Develop, initiate, and enhance plans that enable the execution of work. Provide consistent guidance, follow-up, feedback, support, and encouragement to team members to overcome barriers to success. Understand, use, and monitor all relevant reporting system metrics to make informed decisions that impact our people, processes, and systems.
• Foster Positive Culture: Perpetuate positive change and continuous improvement in processes and culture by fostering an optimistic, trusting, innovative, and open work environment.
• Communicate Effectively: Encourage effective dialogue, problem-solving, and conflict resolution by actively listening to, seeking to understand, and fostering collaboration with peers, leadership, and direct reports.
• Motivate and Inspire: Cultivate and empower high-performing teams by modeling company values, demonstrating respect, and providing constructive feedback. Serve as a visionary to encourage individuals and teams to reach their greatest potential.
• Train and Develop Others: Fulfill employee training and development needs by serving as a coach, mentor, and facilitator of their knowledge transfer, skill development, and ability to achieve high performance.

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.

• 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.

• 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.