Customer Service Representative

HireTalent; Newport News (VA); On-site; USD 42,000 - 62,000; Full time

Job summary

HireTalent is seeking a customer-focused Customer Service Representative to support a Distribution Customer Care team. You will be the main contact for internal branch customers, researching and resolving order-related inquiries and coordinating with distribution centers, vendors, carriers, and internal departments.

The ideal candidate has 2+ years in customer service within logistics or order management, strong communication, and proficient Excel skills to analyze data and maintain

Qualifications

• High School diploma or equivalent.

Responsibilities

• Respond to branch inquiries through ticketing systems and other channels.

Skills

Customer service

Order management

Logistics support

Microsoft Office

Excel

Communication

Multitasking

Reliability

Analytical thinking

Tools

SAP

Oracle

ServiceNow

Workday

UPS

FedEx

Job description

Overview

We are seeking a customer-focused Customer Service Representative to support a Distribution Customer Care team by serving as a key point of contact for 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 communication and resolution of customer requests. The ideal candidate has customer service experience within a logistics, supply chain, distribution, or order management environment and thrives in a fast-paced, metrics-driven setting.

Responsibilities

Customer Service & Issue Resolution

• Respond to branch inquiries through ticketing systems and other communication channels
• Research and resolve order, shipment, delivery, inventory, and fulfillment issues
• Provide professional and timely updates regarding request status and resolutions
• Take ownership of issues from initial research through final resolution
• Maintain accurate documentation of customer interactions and outcomes

Logistics & Order Management Support

• Coordinate with distribution centers, vendors, carriers, and internal departments
• Process:
  • Order cancellations
  • Shipping updates
  • Address changes
  • Freight reconsignments
• Monitor order flow and shipment activity to ensure timely resolution
• Support inventory movement and fulfillment-related inquiries

Administrative & Reporting Support

• Work with reports and spreadsheets to identify discrepancies
• Sort, filter, and analyze large data sets in Excel
• Document findings and maintain organized records
• Manage communications, reports, and case documentation efficiently
• Support service level agreement (SLA) compliance and productivity goals

Continuous Improvement

• Identify operational inefficiencies and process improvement opportunities
• Contribute ideas that improve customer experience and service deliveryAssist in maintaining team quality and productivity standards

Required Qualifications

• High School Diploma or equivalent
• Minimum 2 years of customer service, order management, logistics support, supply chain, distribution, or related experience
• Strong preference for:
  • Internal customer support experience
  • Email-based customer support
• 1-2 years of Microsoft Office experience, including:
  • Outlook
  • Teams
  • Excel
• Intermediate Microsoft Excel skills, including:
  • Working with reports and spreadsheets
  • Sorting and filtering large data sets
  • Identifying discrepancies
  • Documenting findings
• 1-2 years of experience in:
  • Supply chain
  • Logistics
  • Distribution
  • Transportation
  • Warehouse operations
  • Order management
• Strong written and verbal communication skills
• Strong organizational, analytical, and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Proven reliability, professionalism, and attendance

Preferred Qualifications

• ERP system experience such as:
  • SAP
  • Oracle
• ServiceNow or other ticket management platform experience
• Workday experience
• Experience with shipping and tracking systems such as:
  • UPS
  • FedEx
• Understanding of:
  • Order entry
  • Order tracking
  • Supply chain workflows
  • Inventory movement
  • Vendor relationships