Customer Service Representative (Hybrid - Newport News, VA)

About the role

The Customer Service Representative supports the Distribution Customer Care Services (DCCS) team by providing exceptional service to internal branch customers. This role is responsible for researching and resolving order-related inquiries, coordinating with distribution centers, vendors, carriers, and internal departments, and ensuring timely and accurate communication regarding customer requests. This role requires the ability to manage a high volume of requests while maintaining accuracy, meeting service level agreements (SLAs), and delivering an exceptional customer experience. Success in this position depends on strong communication skills, attention to detail, problem-solving abilities, and the capacity to effectively prioritize competing demands in a fast-paced, metrics-driven environment.

Responsibilities

• Respond to branch inquiries through ServiceNow and other communication channels.
• Research and resolve order, shipment, delivery, and inventory issues.
• Communicate with distribution centers, carriers, vendors, and internal departments.
• Process order cancellations, shipping updates, address changes, and freight reconsignments.
• Maintain accurate documentation of customer interactions and resolutions.
• Meet established productivity, quality, and service level expectations.
• Assist in identifying process improvements and operational efficiencies.
• Provide professional and timely support while maintaining positive customer experience.

Qualifications

• 2+ years of customer service experience, order management, logistics support, supply chain operations, or distribution environment experience.
• Preference for internal customer support or email-based support.
• 1-2 years Microsoft Office proficiency. Outlook, Teams, and Excel required.
• Intermediate Microsoft Excel skills required: Excel assessment required with submission.
  • Work with reports and spreadsheets
  • Sort and filter large data sets
  • Identify discrepancies and document findings
  • Ability to organize communications, manage folders, and work from reports.
• 1-2 years of supply chain, logistics, distribution, transportation, warehouse, or order management experience.
• Understanding of order flow, vendor relationships, inventory movement, and fulfillment processes.
• Successful candidates must be self-directed, resourceful, and capable of researching issues independently.
• This position operates in a metrics-driven environment. Employees are expected to manage a high volume of requests while meeting established productivity, quality, and SLA expectations. Candidates should be comfortable balancing competing priorities and working efficiently with minimal supervision.
• Proven time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and problem-solving skills.
• Proven record of reliability and attendance.
• Preferred Experience:
  • ERP system experience (SAP, Oracle, etc.).
  • ServiceNow or other ticketing platforms.
  • Workday experience.
  • Shipping/tracking systems (UPS, FedEx, etc.).
  • Understanding of order entry, tracking, status updates, and supply chain workflows.

Benefits

Contractor benefits are available through our 3rd Party Employer of Record (available upon completion of waiting period for eligible engagements).

• Medical
• Dental
• Vision
• 401k

Pay

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Schedule

This role is hybrid in Newport News, VA. The current schedule consists of in-office work Tuesday through Thursday and remote work Monday and Friday; however, work hours and schedules may be adjusted to support business and operational needs.