Customer Service Support Specialist - Matlen Silver : Job Details

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.