Senior Customer Service Representative

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 maintains over 50 state-of-the-art showroom and distribution centers across the U.S. and Canada.

About the role

This hourly, non-exempt position pays from $22 to $24 per hour, with overtime compensated at 1.5 times the base rate. New hires typically earn between $42,400 and $56,700 annually, depending on experience, overtime hours, and bonuses.

Responsibilities

• Effectively and efficiently handle customer transactions.
• Accurately record and maintain customer contact information and details.
• Build and maintain company customer relationships.
• Answer inbound sales calls and make outbound sales calls.
• Consistently follow up on promises and commitments in a timely manner with customers.
• Track stock levels to ensure customer orders are handled effectively.
• Assist customers in determining order requirements or services.
• Appropriately identify and escalate customer issues.
• Quote prices and credit terms, and prepare sales orders for customers.
• Retain up-to-date knowledge of company products and track stock levels.
• Complete sales transactions and process payments.
• Schedule trucking and delivery of material to customers based on delivery schedules.
• Create shipping orders and packing lists.
• Troubleshoot customer issues during the delivery process.
• Partner with Sales Representatives to keep account transactions and literature up to date.
• Practice customer focus, collaboration, and communication with the team.
• Occasional travel may be required.
• Perform additional duties as required or requested.

Requirements

• High school education required; some college work completed preferred.
• Minimum 3 years of customer service experience in a Big Box retailer.
• Clear communication with the ability to use positive language.
• Attentiveness and proven ability to handle multiple tasks at once.
• Goal-oriented focus and good mathematical skills; ability to do calculations quickly.
• Demonstrated experience with PCs and ability to navigate in a multi-window environment.
• Intermediate skills in MS Outlook, Word, and Excel.
• Bilingual (Spanish) preferred.

Physical Demands

• Regularly required to use hands to handle objects, tools, or controls; reach with hands and arms; and communicate verbally.
• Frequently walks and stands; occasionally sits.
• Must regularly lift, pull, and move up to 25 pounds and occasionally up to 50 pounds.
• Specific vision abilities required include close vision.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits

• 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.

Schedule

Monday to Friday from 08:00 AM to 05:00 PM, with 2 Saturdays a month from 09:00 AM to 12:00 PM.