Customer Service Representative

Customer Service Representative - Distribution Support

Location: Newport News, VA
Schedule/Shift: Hybrid; Tuesday-Thursday onsite and Monday-Friday remote, 9:00 AM-6:00 PM ET
Pay:$20.00 per hour
26-11007

Job Summary

The Customer Service Representative supports internal branch customers by researching and resolving order, shipment, delivery, and inventory inquiries. This role coordinates with distribution centers, vendors, carriers, and internal departments to ensure accurate information, timely resolutions, and a positive customer experience. The position requires strong problem-solving skills, attention to detail, and the ability to manage a high volume of requests while meeting productivity, quality, and service level expectations in a fast-paced environment.

Job Responsibilities

• Respond to internal branch inquiries through ticketing systems, email, 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.
• Review reports and spreadsheets to identify discrepancies, investigate issues, and document findings.
• Maintain accurate records of customer interactions, research activities, and resolutions.
• Organize communications, manage email folders, and track requests to ensure timely follow-up.
• Prioritize competing demands and manage a high volume of requests while meeting established service level agreements.
• Take ownership of issues from initial inquiry through resolution.
• Identify opportunities to improve processes, service quality, and operational efficiency.
• Communicate professionally and provide timely updates to internal customers and stakeholders.
• Work independently to research problems, identify solutions, and resolve non-routine inquiries.
• Maintain consistent productivity, quality, reliability, and attendance.

Job Requirements

• Minimum 2 years of experience in customer service, customer support, order management, logistics, supply chain, or distribution operations.
• Experience supporting internal customers or providing email-based customer service is preferred.
• Minimum 1-2 years of Microsoft Office experience, including Outlook, Teams, and Excel.
• Intermediate Microsoft Excel skills, including working with reports and spreadsheets, sorting and filtering large datasets, identifying discrepancies, and documenting findings.
• Ability to organize communications, manage email folders, and use reports to research and resolve issues.
• Strong written and verbal communication skills.
• Strong organizational, time-management, analytical, and problem-solving skills.
• Ability to manage competing priorities and work efficiently with minimal supervision.
• Self-directed and resourceful approach to researching and resolving issues.
• Ability to learn new systems and processes quickly.
• Demonstrated reliability, punctuality, and consistent attendance.
• Ability to work effectively in a metrics-driven environment with defined productivity, quality, and service level expectations.
• High school diploma or equivalent.

Preferred Qualifications

• Experience in supply chain, logistics, distribution, transportation, warehouse operations, or order fulfillment.
• Familiarity with order flow, vendor relationships, inventory movement, shipping, tracking, and delivery processes.
• Experience with ERP systems such as SAP or Oracle.
• Experience with ServiceNow or other ticket management platforms.
• Familiarity with Workday.
• Experience using shipping and tracking systems such as UPS or FedEx.
• Experience in internal customer support, email-based service, or roles requiring independent research and non-scripted problem-solving.

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 (732) 238-6050.