Customer Service Rep II

MiTek•Chesterfield, MO

2d•Onsite

About The Position

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.

Requirements

High School/GED required
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

Nice To Haves

Associates degree preferred

Responsibilities

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 - including floor trusses, roof systems - including roof tresses, and load-bearing components such as grinders
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.