Customer Service Representative

Job Description

Job Description

LHH is actively seeking a Customer Service Professional for one of our top clients in Newport News! This will be a contract to hire opportunity with our client and will work a hybrid schedule to their office in Newport News, VA!

Position Overview

We are seeking a customer-focused and detail-oriented Temporary Customer Service Representative to support Ferguson's Distribution Customer Care Services (DCCS) team. This role provides exceptional service to internal Branch customers by researching and resolving order, shipment, delivery, and inventory inquiries.

The Customer Service Representative will work closely with distribution centers, vendors, carriers, and internal departments to investigate issues, coordinate solutions, and provide timely and accurate updates. The ideal candidate is comfortable managing a high volume of requests in a fast-paced, metrics-driven environment while maintaining accuracy, meeting service level expectations, and delivering a positive customer experience.

Schedule & Work Environment

• Monday-Friday, 9:00 AM-6:00 PM ET.
• Hybrid schedule: Tuesday-Thursday onsite; Monday and Friday remote.
• Work hours and schedules may be adjusted based on business and operational needs.

This temporary position is being hired to support current business needs and does not guarantee permanent employment. Ferguson is committed to developing strong talent and encourages high-performing associates to pursue future career opportunities within the organization as they become available.

Key Responsibilities

• Respond to internal Branch customer inquiries through ServiceNow and other communication channels.
• Research and resolve order, shipment, delivery, inventory, and fulfillment issues.
• Coordinate with distribution centers, carriers, vendors, and internal departments to resolve customer requests.
• Process order cancellations, shipping updates, address changes, and freight reconsignments.
• Provide timely and professional communication regarding order status, delivery updates, and issue resolution.
• Maintain accurate documentation of customer interactions, research, and resolutions.
• Manage a high volume of requests while prioritizing competing demands and meeting established SLAs.
• Meet productivity, quality, accuracy, and service-level expectations.
• Identify opportunities for process improvements and operational efficiencies.
• Provide exceptional internal customer service and contribute to a positive customer experience.

Required Qualifications

• High school diploma or equivalent.
• 2+ years of customer service or customer support experience.
• Strong preference for candidates with internal customer support or email-based customer service experience.
• 1-2 years of experience using Microsoft Office, including:
  • Microsoft Outlook
  • Microsoft Teams
  • Microsoft Excel
• Ability to organize communications, manage folders, and work effectively with reports and data.
• 1-2 years of experience in supply chain, logistics, distribution, transportation, warehouse operations, order management, or a related field.
• Understanding of order flow, vendor relationships, inventory movement, and fulfillment processes.
• Strong written and verbal communication skills.
• Excellent time management and organizational skills.
• Strong research, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated reliability and strong attendance.

Preferred Qualifications

• Experience working with an ERP system such as SAP, Oracle, or a similar platform.
• Experience with ServiceNow or another ticket management system.
• Experience with Workday.
• Familiarity with shipping and tracking systems such as UPS or FedEx.
• Experience with order entry, shipment tracking, order status updates, and supply chain workflows.
• Previous internal customer service experience.
• Background in logistics, distribution, transportation, or warehouse operations.
• Experience working in email-based support environments.
• Comfortable working with non-scripted customer requests that require research, judgment, and problem-solving.

Ideal Candidate

The successful candidate will be a reliable, organized, and customer-focused problem solver who can quickly understand an issue, research available information, and coordinate with the right teams to reach a resolution.

The ideal candidate is comfortable working independently, managing a high volume of requests, and communicating clearly with internal customers and business partners. They should be adaptable, detail-oriented, and motivated by delivering accurate, timely service in a metrics-driven environment.

Pay Details: $20.00 to $20.85 per hour

Search managed by: Kaitlynne Hope

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to -privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.