Customer Service Representative II

• 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

• 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
• Must comply with MiTek's E-Verify and Drug and Tobacco-Free Workplace policies

Demonstrates expertise in managing customer inquiries and orders through SAP and Salesforce, ensuring accuracy and timely execution. Possesses strong analytical and problem-solving skills to resolve customer issues effectively while collaborating across departments.

• SAP (ERP) Experience
• Salesforce (CRM) Experience
• Customer Service Experience
• Analytical Skills
• Communication Skills

• Order Processing
• Issue Resolution
• Data Analysis
• Quote Management
• Inventory Management

• Organizational Skills
• Problem-Solving Skills
• Collaboration Skills
• Time Management

• Construction Knowledge
• Manufacturing Knowledge
• Building Products Knowledge

• SAP
• Salesforce