Description:
The Customer Service Representative supports Client's 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.
Must haves:
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.)
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
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.
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.
Successful employees in this role:
•Take ownership of issues from research through resolution.
•Work independently with minimal oversight.
•Quickly learn systems and processes.
•Communicate professionally with multiple stakeholders.
•Effectively manage a high-volume workload.
•Demonstrate strong critical thinking and problem-solving skills.
•Meet productivity and quality expectations consistently.