Customer Service Rep II

MiTek; Tolleson (AZ); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Paid time off and holidays

Day One Medical/Rx, Dental and Vision

Parental Leave and Adoption Support

Performance bonuses

Tuition reimbursement

401(k) matching and Profit Sharing

Disability & Life Insurance

Employee assistance programs

Job summary

MiTek is seeking a skilled Customer Support Specialist to manage complex orders and serve as a reliable resource across departments in Tolleson, AZ. This role emphasizes proactive communication and accurate order management.

You will work with SAP and Salesforce to resolve inquiries, prepare quotes for custom products, and coordinate with internal teams to deliver timely solutions. A strong service mindset and cross-functional teamwork are essential.

Qualifications

• 2+ years of related customer service experience.
• 2+ years SAP (ERP) and Salesforce (CRM) experience.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage competing priorities with minimal supervision.
• Excellent verbal and written communication skills.
• Construction, manufacturing, or building products knowledge preferred.

Responsibilities

• Manage customer inquiries, orders, and issue resolution activities through phone, email, Salesforce, and other communication channels.
• Process, maintain, modify, and monitor customer orders in SAP while ensuring accuracy and timely execution.
• Investigate and resolve customer questions related to orders, inventory, pricing, shipping, invoicing, product availability, and order execution.
• Analyze information across SAP, Salesforce, and other business systems to identify root causes and determine appropriate resolutions.
• Resolve customer complaints related to invoicing, shipping, product availability, order execution, returns, credits, and debits.
• Coordinate with internal teams to resolve customer and operational issues.

Skills

Customer service

Analytical skills

Organizational skills

Problem solving

Communication skills

Multitasking

Education

High School/GED

Associates degree

Tools

SAP

Salesforce

Job description

Job Responsibilities & Requirements

A Brief Overview

Provides advanced customer support and independently manages more complex order, product, service, and system-related issues. Builds strong working relationships across departments and serves as a trusted resource for customers and team members.

What You Will Do:

Responsibilities

• Manage customer inquiries, orders, and issue resolution activities through phone, email, Salesforce, and other communication channels.
• Process, maintain, modify, and monitor customer orders in SAP while ensuring accuracy and timely execution.
• Investigate and resolve customer questions related to orders, inventory, pricing, shipping, invoicing, product availability, and order execution.
• Analyze information across SAP, Salesforce, and other business systems to identify root causes and determine appropriate resolutions.
• Resolve customer complaints related to invoicing, shipping, product availability, order execution, returns, credits, and debits.
• Coordinate with internal teams to resolve customer and operational issues.
• Serve as a point of contact for escalated customer concerns and drive issues through resolution.
• Proactively communicate with customers regarding delays, backorders, service interruptions, corrective actions, and resolution timelines.
• Prepare and manage quotes for custom products while partnering with internal teams to develop customer solutions.
• Develop working knowledge of custom products, product applications, and technical product information.

Qualifications

• High School/GED required
• Associates degree preferred
• 2+ Years of related customer service experience required
• 2+ Years SAP (ERP), and Salesforce (CRM) experience required
• Strong analytical, organizational, and problem-solving skills
• Ability to manage competing priorities with minimal supervision
• Demonstrated ability to collaborate effectively across multiple departments
• Excellent verbal and written communication skills
• Construction, manufacturing, or building products knowledge preferred

MiTek Perks:

• Generous time off including Paid Time Off, 13 annual holidays, and volunteer time off
• Day One Medical/Rx, Dental and Vision Plans
• Family friendly benefits including Paid Caregiver Leave, Paid Parental Leave and Adoption Reimbursement
• Performance/Incentivebonuses
• Career advancement, training opportunities, Employee Resource Groups, and tuition reimbursement
• Retirement programs including Matching 401(k) Contributions and Profit Sharing
• Employer paid Short-Term Disability, Long-Term Disability and LifeInsurance
• myFlexPay partner – allows you to track, manage and access your pay anytime

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at [phone].

www.mii.com