Customer Service Rep II

Job Responsibilities & Requirements

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

MiTek is an E‑Verify and Drug and Tobacco‑Free Workplace. We are an equal opportunity employer; 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.

Benefits:
At MiTek, we offer a comprehensive Total Rewards package including protection, formal education, financial wellness tools, a recognition platform, and generous healthcare, disability and retirement plans.