Job Description

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. This position collaborates with MiTek subject matter experts and ensures case escalations are followed through to a satisfactory resolution.

Job Responsibilities & Requirements

A Brief Overview
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. This position collaborates with MiTek subject matter experts and ensures case escalations are followed through to a satisfactory resolution.

What you will do

• Participate in both phone and Salesforce queues and assist in maintaining low wait time and high service levels for customer interactions.
• Enhance the customers experience by politely, promptly, and competently handling customer requests including product details, order process, complaint tracking.
• Process, modify or cancel sales orders by following order entry procedures.
• Work closely with manufacturing and shipping for on time order support.
• Initiate the tracking of customer complaints including invoicing issues, shipping errors, and activities such as issuing return of material, credit, debit.
• Initiate callbacks to and follow up with customers to effectively communicate order related information including backorders and other unexpected changes or delays.
• Document customer interactions and feedback in Salesforce and ensure case escalations are handled in a timely manner.
• Stay current on new product releases or changes to existing product lines.

Qualifications

• High School required
• Bilingual (French/English) would be an asset
• Excellent verbal and written communication skills
• Microsoft Office, ERP (QAD) and CRM (Salesforce) experience preferred
• Knowledge of residential and commercial construction is a plus

Soft Skills
Ability to work in a team environment; Able to multi-task; Strong problem-solving skills and strong attention to detail.
 

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.

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.

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