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: 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.
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.