Customer Service Representative - Contract
Pay: $18/hr w2 (no benefits)
Location: Newport News, VA
Duration: 6 months, with potential for extension and future opportunities
Work Setup: Hybrid
- 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.
The Temporary Customer Service Representative supports ***'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.
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, *** 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 *** as they become available.
Must haves:
2 years of customer service experience
*Preference for internal customer support or email-based support.
1-2 years Microsoft Office proficiency
*Outlook, Teams, and Excel required.
*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
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
Job Description:
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.
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