Customer Service Representative (CSR)

Summary: The Customer Service Representative (CSR) is an on-site role responsible for engaging with customers through multiple channels, including phone, email, and in-person interactions. Front-desk duties include guiding customers through the showroom and assisting with product selection. The role also involves backend operations such as processing orders and coordinating logistics. CSRs play a crucial role in delivering outstanding service, ensuring customer satisfaction, and upholding company standards.

Work Hours: Monday to Friday from 09:00 AM to 05:00 PM, 4 Saturday(s) a month from 09:00 AM to 01:00 AM

Seniority Level: Entry Level

Employment Type: Full-time

Compensation: This hourly, non-exempt position pays from $18.75 to $21.75 per hour, with overtime compensated at 1.5 times the base rate. New hires usually earn between $40,000 and $54,400 annually, or more, depending on experience, overtime hours, and bonuses.

To perform this job successfully, the individual must be able to complete the following essential duties and responsibilities:

• Provide exceptional customer service through phone, email, and in-person interactions.
• Build and nurture strong customer relationships.
• Assist customers in selecting the appropriate products for their needs.
• Retrieve and bring product samples to customers in the showroom
• Address customer issues related to transactions, deliveries, and products
• Accurately maintain customer contact information and transaction records.
• Follow up with customers on quotes, inquiries, and sales opportunities.
• Process sales transactions, payments, and generate sales orders.
• Schedule deliveries and coordinate logistics for material shipments.
• Create shipping orders and packing lists.
• Answer inbound sales calls and proactively make outbound calls.
• Ensure showroom displays are maintained to the highest standards.
• Monitor stock levels to ensure efficient processing of customer orders.
• Support trade customers by understanding their project needs and recommending suitable MSI materials.
• Maintain marketing materials for easy customer access.
• Collaborate with Sales Representatives to keep account transactions and inventory up to date.
• Stay informed about company products and services.
• Perform additional duties as required.

Additionally the candidate must meet the following Education and/or Experience requirements:

• High School Diploma required; some college coursework preferred.
• Minimum of 1 year of customer service experience.
• Strong communication skills with a positive, solution-oriented approach.
• Attentive to customer needs and details.
• Proven ability to manage multiple tasks simultaneously.
• Goal-oriented with a focus on delivering excellent customer service.
• Strong math skills and the ability to perform quick calculations.
• Proficient with PCs and navigating a multi-window environment.
• Intermediate skills in MS Outlook, Word, and Excel.
• Bilingual (Spanish) preferred.

This role has the following physical demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to use their hands to handle objects, tools, or controls; reach with their hands and arms; and communicate verbally. The employee frequently walks, stands and occasionally sits.
• The employee must regularly lift, pull and move up to 25 pounds and occasionally up to 50 pounds. Specific vision abilities required by this job include close vision.

Benefits: MSI offers a comprehensive benefits package that includes:

• Referral, Holiday, and Annual Bonuses
• Annual pay increases
• Paid Time Off
• Medical, Dental, and Vision Insurance
• Company-paid Short Term and Long Term disability
• Company-paid Life Insurance
• Tuition Reimbursement
• Traditional and Roth 401(k) plans with company matching contributions
• Charitable donation matching programs
• Free, company-sponsored 1-on-1 tutoring for children/dependents of MSI employees in grades k-12, including free tutoring for SAT and ACT tests

About MSI: Founded in 1975, MSI is a leading supplier of flooring tile, countertops, wall and backsplash tile and hardscaping surfaces products in North America. Headquartered in Orange, California, MSI also maintains over 50 state-of-the-art showroom and distribution centers across the U.S. and Canada. MSI's product line includes an extensive offering of Granite, Quartz, Porcelain, Luxury Vinyl flooring, Slate, Marble, Travertine, Sandstone, Limestone, Quartzite, onyx, stacked stone and pavers imported from over 36 countries on six continents.

Over the years, MSI has been the recipient of many prestigious awards including:

• Top 5 fastest growing companies - OC Business Journal
• Supplier Diversity Award - Home Depot
• #1 Flooring Distributor multiple years in a row - Floor Covering Weekly
• Top Workplaces Award winner multiple times - Top Workplaces
• MSI Founder named the Entrepreneur of the Year - Ernst and Young

MSI is an equal opportunity employer that celebrates diversity and fosters inclusion and belonging for all employees. We provide a work environment that allows all employees to do their best work, free from all forms of discrimination. No employee or applicant will be discriminated against on the basis of race, ethnicity, age, sex, gender identity or expression, sexual orientation, citizenship status, military status, religion, disability status, or any other legally protected group. MSI provides reasonable accommodations for all employees and applicants. If you believe you require an accommodation, please speak with your recruiter or a member of our HR team.