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.
What You Will Do:
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 +1 314-434-1200.
www.mii.com