Customer Service Representative

Description

Position Description:

The Customer Service Representative supports client 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.

This position is scheduled to work 9:00 AM to 6:00 PM ET in a hybrid environment. 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.

This role is being hired to meet current business needs and does not guarantee permanent employment. However, Ferguson is committed to identifying and developing strong talent throughout the organization. We value individuals who are eager to learn, contribute, and grow their careers, and we encourage high-performing associates to pursue future opportunities within client as they become available.

Key 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.

Skills

Customer support, communication & people skills, supply chain, warehouse management, distribution management, Operation, logistics, sap erp, servicenow, workday

Top Skills Details

Customer support,communication & people skills

Additional Skills & Qualifications

Qualifications

Required

High school diploma or equivalent.

Minimum 2 years of customer service or customer support experience.

Strong written and verbal communication skills.

Proven time management skills.

Proficiency in Microsoft programs.

Ability to manage multiple priorities in a fast-paced environment.

Strong organizational and problem-solving skills.

Proven record of reliability and attendance.

Preferred

Experience in supply chain, logistics, distribution, transportation, or warehouse operations.

Experience working with ticket management systems.

Internal customer service experience.

Email-based support roles.

Candidates with logistics or distribution backgrounds.

Candidates comfortable with research, problem-solving, and non-scripted work.

Nice to haves:

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

Hybrid Monday and Friday remote, Tuesday through Thursday in office 9am-6pm EST

Experience Level

Intermediate Level

This is a Contract position based out of Newport News, VA.

The pay range for this position is $16.00 - $19.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract position based out of Newport News, VA.

This position is anticipated to close on Nov 2, 2026.

This is a hybrid position in Newport News,VA.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: 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.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.