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Customer Service Support Specialist

Customer Service Support Specialist

Matlen SilverPortage, MI, United States
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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 :

  • 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.
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    Customer Support Specialist • Portage, MI, United States

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