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Always Connecting, Always Evolving.
TECHEAD is seeking qualified applicants for the following Contract position – Customer Service Representative / Newport News VA – (JOB-22571). If you are looking for a new opportunity and this position looks to be a fit, please apply to see the TECHEAD difference that has made us successful for 30+ years!
You can find more about our team and values by checking us out at TECHEAD.com or on Glassdoor
Job Description:
Customer Service Representative
Location: Newport News, VA
Position Type: 6-Month Contract (Contingent)
Work Schedule: Full-Time | MondayFriday, 9:00 AM 6:00 PM EST
Work Model: Hybrid (TuesdayThursday On-site / Monday & Friday Remote)
Pay Rate: $18.00 $20.00/hr (depending on experience)
Position Overview
We are seeking a detail-oriented Customer Service Representative to join a Distribution Customer Care team. This role is responsible for researching and resolving order-related inquiries, coordinating with distribution centers, vendors, carriers, and internal departments, and ensuring timely, accurate communication regarding customer requests.
Unlike traditional phone-based support, this role is primarily email and ticket-driven and requires an investigative mindset to research issues independently and manage fluctuating workloads.
Key Responsibilities
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Inquiry Resolution: Research and resolve complex order, shipment, delivery, and inventory issues submitted by internal branch customers through ticketing systems and other channels.
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Order Management: Process order cancellations, shipping updates, address changes, and freight reconsignments in a timely manner.
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Cross-Departmental Coordination: Communicate effectively with distribution centers, carriers, vendors, and internal teams to ensure accurate fulfillment.
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SLA & Productivity Compliance: Manage high-volume requests while meeting strict ticket response SLAs (high-priority: 30-min SLA; non-urgent: 60-min SLA) and processing targets (~120 tickets/day when fully trained).
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Documentation & Continuous Improvement: Maintain accurate records of customer interactions and assist in identifying operational efficiencies.
Qualifications & Requirements
Must-Haves:
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Customer Support: 2+ years of customer service experience (preference for internal customer support or email/ticket-based environments).
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Supply Chain / Logistics Familiarity: 12 years of experience in supply chain, logistics, distribution, transportation, warehouse, or order management environments.
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Microsoft Office Proficiency: Intermediate skill level in Outlook, Teams, and Excel (managing folders, organizing communications, working from reports).
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Education: High School Diploma or equivalent.
Nice-to-Haves:
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Experience with ERP systems (SAP, Oracle, etc.).
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Experience with enterprise ticketing platforms (ServiceNow, Workday, etc.).
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Experience using carrier tracking systems (UPS, FedEx, freight portals).
Ideal Candidate Profile
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Investigative & Analytical: Thrives in non-scripted, research-oriented workflows rather than high-volume scripted call centers.
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Organized & Flexible: Comfortable prioritizing tasks, multitasking, and adapting to fluctuating workload volumes throughout the year.
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Reliable & Detail-Oriented: Demonstrates strong attendance, professional communication skills, and high attention to detail.
TECHEAD’s mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees is a reflection of who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won’t strive for anything less.
TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
For more information on TECHEAD please visit www.techead.com.
No second parties will be accepted.