Customer Service Rep II

Job Description

Provide support for calls, cases and sales orders. Must be responsive to customer needs and can manage several tasks concurrently in a fast‑paced environment. Customer Service Representative II will be responsible for interacting with both internal and external customers to provide information in response to inquiries about products and services.

Provide support for calls, cases and sales orders. Must be responsive to customer needs and can manage several tasks concurrently in a fast‑paced environment. This position collaborates with MiTek subject matter experts and ensures case escalations are followed through to a satisfactory resolution. Fluency in MiTek product lines and technical product attributes. Able to understand customer applications and recommend MiTek solutions or assist in identifying special order products.

• Confer with customers by telephone or electronic contact to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of issues.
• Retain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Demonstrate a basic understanding of lumber products used in residential construction, including nominal lumber sizing and terminology, Laminated Veneer Lumber (LVL) and engineered wood products such as I‑beams.
• Apply foundational knowledge of residential construction methods and components including basic framing concepts and terminology, structural floor systems (floor trusses), roof systems (roof trusses), and load‑bearing components such as girders.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Review pending invoice register for accuracy before invoicing.
• Refer unresolved customer grievances to designated departments or salesperson for further investigation and resolution.
• Assist internal and external customers in setting up MiStore accounts and use of the company website.
• Resolve or refer customer invoicing issues by performing activities such as issuing return material authorization and reconciling shipping discrepancies.
• Provide services to both internal and external customers for industry best practices in ordering and maintaining customer inventories.

• High School/GED required
• Associate’s degree preferred
• 2+ years of related customer service experience required
• Excellent verbal and written communication skills
• Microsoft Office, ERP (SAP) and CRM (Salesforce) experience required
• Knowledge of residential and commercial construction required

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 .