Customer Service Representative - Supply Chain

Customer Service Representative

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers' complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

Ferguson is currently looking for the right individual to fill an immediate need for a Customer Service Representative. If you have a love of providing phenomenal customer service coupled with an interest in contributing directly to the bottom line of a multi-billion-dollar organization, this is the position for you!

The Customer Service Representative services the Ferguson branches on their needs as it relates to their orders placed with the Ferguson Distribution Centers (DCs), Pipeyards, and Special Order Departments. The role will investigate and follow-up on inquiries to resolve problems and concerns between the branch and DC/Vendors/Carriers/Various Headquarter (HQ) Departments. This is a Hybrid role based out of Newport Nws, VA, in accordance with the Ferguson Flex schedule; 3 days office / 2 days remote.

Schedule: Monday-Friday 11am-8pm EST.

Responsibilities

• Collaborate within DC Customer Service (DCCS) Service Now portal to provide accurate and thorough information to the branches
• Answer incoming phone calls as needed
• Complete the minimum requirement for number of request daily as assigned by management
• Respond to branch requests by providing accurate and detailed information
• Work status tracking requests with vendors and DC's
• Complete cancellation of orders within Trilogie/Highjump and with vendors as needed
• Update ship to address as requested
• Change ship via as requested
• Re-consigning freight as needed with carriers
• Complete other requests as needed
• Communicate any problems that occur and help identify operational and efficiency gains
• Continue to help educate the field on policies and procedures within Supply Chain
• Perform other duties as assigned by management
• Work overtime as needed
• Represent the company in a professional manner at all times ensuring quality customer service
• Abide by all policies, rules, and regulations of the company including all applicable safety rules, regulations and procedures
• Support corporate programs, goals, and initiatives of the company

Qualifications

• Highly motivated and excellent customer service skills
• Strong verbal and written communication skills
• Ability to work independently and with fellow associates
• Ability to analyze problems and produce working solutions
• Possess a positive attitude
• Have excellent judgment and decision-making ability
• Attention to detail, demonstrated integrity, and professionalism
• Ability to be flexible and adaptable as this position often requires multi-tasking
• Ability to handle stress in a fast pace, high volume environment
• Be well organized, detailed, accurate, and have time-management skills
• Basic understanding of Microsoft Office, ability to research on the Web, maneuver within our Warehouse Management System (WMS) and Trilogie

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

$15.00 - $25.39

This role is Bonus or Incentive Plan eligible.

Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability. Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.