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.

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 delivery
• Assist 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