What are the responsibilities and job description for the Customer Service Support Specialist position at Matlen Silver?
Customer Service & Support Specialist
Contract Duration: 12 Months (with potential extension)
Location: On-site – Portage, MI
About the Role:
We are seeking a detail-oriented and customer-focused Customer Service & Support Specialist for a 12-month contract position based in Portage, MI. This role plays a vital part in both pre- and post-sales support, handling customer interactions, service order management, and cross-functional collaboration in a fast-paced, tech-driven environment.
Required Qualifications:
- Bachelor’s degree or equivalent professional experience
- Strong written and verbal communication skills
- Excellent interpersonal and customer service skills
- Ability to work independently and manage multiple tasks efficiently in a fast-paced environment
- Sound judgment and decision-making skills
- Proficiency in Microsoft Outlook, Excel, OneNote, and experience with Power BI reporting
Preferred Qualifications:
- Experience using SAP and Salesforce
- Background in call centers or customer service
- Comfortable working with multiple technologies and systems
Key Responsibilities:
Customer Engagement
- Communicate directly with customers and sales teams via phone and email.
- Address inquiries, resolve issues, and build lasting business relationships.
Pre-Sales Support
- Provide product information including pricing, availability, and literature.
- Influence production and shipping schedules.
- Recommend pricing adjustments and identify upsell opportunities.
Post-Sales Support
- Manage service-related requests including RMAs, warranty claims, invoicing, and delivery tracking.
- Schedule and coordinate repair services and resolve shipping or production issues.
Service Order Management
- Enter and process service orders using SAP and Salesforce.
- Perform data validation and ensure timely, accurate invoicing.
Cross-Functional Collaboration
- Work with internal teams (sales, operations, logistics) to deliver seamless customer service and align with business goals.
Process Compliance
- Follow standard operating procedures and company policies.
Continuous Learning
- Develop expertise in your role and take on additional responsibilities to support team flexibility and growth.
Salary : $16 - $17
