Customer Service Rep II

MiTek Industries; United States; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Generous time off (PTO/holidays)

Medical/Dental/Vision Plans

Parental leave and caregiver leave

Bonuses/Performance incentives

Tuition reimbursement

Job summary

MiTek is seeking an experienced Customer Support Specialist to advance complex order and service issues, leveraging SAP and Salesforce to manage orders and resolve inquiries. You will build strong cross-department relationships and act as a trusted resource for customers and teammates.

You will handle inquiries via phone, email, and SAP, process orders, investigate questions on pricing, shipping, inventory, and invoicing, and proactively communicate delays and resolutions.

Qualifications

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

Responsibilities

• Manage customer inquiries, orders, and issue resolution via phone, email, Salesforce, and other channels.
• Process, maintain, modify, and monitor customer orders in SAP with accuracy.
• Investigate and resolve questions related to orders, inventory, pricing, shipping, invoicing, and order execution.
• Analyze data across SAP, Salesforce, and other systems to identify root causes and resolutions.
• Resolve customer complaints related to invoicing, shipping, and order issues.
• Coordinate with internal teams to resolve customer and operational issues.
• Serve as a point of contact for escalated customer concerns and drive resolution.
• Proactively communicate delays, backorders, and resolution timelines.
• Prepare and manage quotes for custom products with internal teams.

Skills

Analytical skills

Organizational skills

Problem-solving skills

Communication skills

Education

High School or 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.

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/Incentive bonuses
• 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 Life Insurance
• 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

BUILDING COMMUNITIES AND CAREERS TOGETHER WE’RE TURNING JOBS INTO HIGHER CALLINGS At MiTek, we’ve built a best-in-class competitive Total Rewards package that supports the employee on many levels including protection, formal education, financial wellness tools, a recognition platform and all above and beyond our generous healthcare, disability and retirement plans.