Customer Service Rep II

Job Description: Provide support for calls, cases, and sales orders. Must be responsive to customer needs and manage several tasks concurrently in a fast‑paced environment. Responsibilities Confer with customers by telephone or electronic contact to provide information about products and services, to take or enter orders, cancel accounts, or 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. 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 using 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. Qualifications High School/GED required; Associate’s degree preferred. 2+ years of related customer service experience required. Excellent verbal and written communication skills. Experience with Microsoft Office, ERP (SAP), and CRM (Salesforce) required. Knowledge of residential and commercial construction required. Benefits Competitive Total Rewards package including protection, formal education, financial wellness tools, and a recognition platform. Generous healthcare, disability, and retirement plans. Equal Opportunity & EEO Statement 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. #J-18808-Ljbffr