Customer Service Representative (CSR)

Summary: The Customer Service Representative (CSR) is responsible for working with customers face to face and helping with product selection.

Work hours: Monday to Friday, 8:30 AM to 5:00 PM, with two Saturdays a month from 9:00 AM to 1:00 PM.

Seniority Level: Entry Level

Employment Type: Full-time

Compensation: This hourly, non-exempt position pays from $18 to $21 per hour, with overtime compensated at 1.5 times the base rate. New hires usually earn between $45,190 and $60,430 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:

• Ensure effective and efficient handling of customer transactions.
• Accurately record and maintain customer contact information and details.
• Build and maintain strong customer relationships on behalf of the company.
• Handle inbound sales calls and initiate outbound sales calls as necessary.
• Consistently follow up on commitments made to customers in a timely manner.
• Monitor stock levels to facilitate effective handling of customer orders.
• Assist customers in determining their order requirements and needed services.
• Appropriately identify and escalate any customer issues as they arise.
• Provide price quotes, credit terms, and process sales orders accurately.
• Process sales transactions and handle payments accurately and efficiently.
• Coordinate trucking and delivery of materials to customers based on delivery schedules.
• Create shipping orders and packing lists as needed.
• Address any customer issues that may arise during the delivery process.
• Provide support to the Sales Representatives as needed.
• Demonstrate a customer-focused approach, effective collaboration, and clear communication within the team.
• Maintain up-to-date knowledge of company products and services.
• Perform any additional duties as required or requested.

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

• High School Education Required. Some college work completed preferred.
• Minimum 2 years’ customer service experience.
• Clear communication with the ability to use positive language.
• Attentiveness.
• Proven ability to handle multiple tasks at once.
• Goal oriented focus.
• Good mathematical skills; ability to do calculations quickly.
• Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-window based environment.
• Intermediate skills in MS Outlook, Word and Excel.
• Bilingual is (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 sits and may occasionally stand or walk.
  
• The employee must occasionally lift, pull and move up to 25 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.

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