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Customer Service Representative
HireTalent
- 🇬🇧 United Kingdom | 🇺🇸 United States
- On-site
- 16 hours ago
- Excel
- Outlook
- ERP
- SAP
- Oracle
- ServiceNow
16 hours ago
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
Customer Service Representative · HireTalent