Customer Service Representative

Customer Service Representative
Newport News, VA
Pay: $20.00 per hour
26-08743
Job Summary

The Customer Service Representative supports Distribution Customer Care Services by providing professional and timely support to internal branch customers. This role researches and resolves order, shipment, delivery, inventory, and fulfillment inquiries while coordinating with distribution centers, vendors, carriers, and internal departments. The ideal candidate is organized, detail-oriented, customer-focused, and comfortable managing a high volume of requests in a fast-paced, metrics-driven environment.

Job Responsibilities

• Respond to branch 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.
• Research issues independently and determine appropriate resolutions.
• Maintain accurate documentation of customer interactions, actions, and resolutions.
• Manage multiple priorities while meeting established service level agreements (SLAs).
• Process a high volume of tickets while maintaining accuracy and service quality.
• Meet established productivity, quality, and customer service expectations.
• Assist with identifying process improvements and operational efficiencies.
• Provide professional and timely support through email, ticketing systems, and other communication channels.
• Adapt to changing workloads, priorities, and business needs.

Job Requirements

• 2+ years of customer service or customer support experience.
• 1-2 years of experience with Microsoft Office applications, including Outlook, Teams, and Excel.
• 1-2 years of experience in supply chain, logistics, distribution, transportation, warehouse operations, or order management.
• Understanding of order flow, vendor relationships, inventory movement, and fulfillment processes.
• Strong written and verbal communication skills.
• Strong organizational and problem-solving skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to research and resolve non-scripted customer issues independently.
• Ability to organize communications, manage folders, and work from reports.
• Strong time management skills.
• Reliable attendance and ability to meet established work schedules.
• Ability to adapt to fluctuating workloads and changing priorities.
• Proficiency with Microsoft Office applications.

Education

• High school diploma or equivalent required.

Work Experience

• 2+ years of customer service or customer support experience required.
• 1-2 years of supply chain, logistics, distribution, transportation, warehouse, or order management experience preferred.
• Internal customer support or email-based customer service experience preferred.
• Experience with ERP systems such as SAP or Oracle preferred.
• Experience with ServiceNow or other ticket management platforms preferred.
• Experience with shipping and tracking systems such as UPS or FedEx preferred.
• Workday experience preferred.
• Candidates with traditional call center-only experience may not be well suited to the research and problem-solving requirements of this position.

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

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Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [emailprotected] or View phone number on click.appcast.io.