Senior Customer Support Specialist – SAP & Salesforce

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

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.