Customer Service Representative (CSR)

MSI is a prominent supplier of flooring tile, countertops, wall and backsplash tile, and hardscaping surface products across North America. Established in 1975 and headquartered in Orange, California, MSI operates more than 50 state-of-the-art showroom and distribution centers throughout the United States and Canada. The company offers an extensive array of products, including Granite, Quartz, Porcelain, Luxury Vinyl flooring, Slate, Marble, Travertine, Sandstone, Limestone, Quartzite, Onyx, stacked stone, and pavers sourced from over 36 countries spanning six continents. MSI's commitment to quality and a diverse product portfolio has made it a leader in the industry, recognized consistently for its rapid growth, diversity initiatives, and workplace excellence. Awards honoring the company's achievements include being named one of the top five fastest growing companies by the OC Business Journal, receiving the Supplier Diversity Award from Home Depot, ranking as the top flooring distributor for multiple consecutive years by Floor Covering Weekly, earning multiple Top Workplaces Awards, and recognition of its founder as Entrepreneur of the Year by Ernst and Young.

MSI prioritizes inclusion and diversity, fostering a work environment free from discrimination and providing reasonable accommodations to employees and applicants to empower them to perform at their best.

The Customer Service Representative (CSR) at MSI is an entry-level, full-time position essential to delivering outstanding customer experience. This hourly non-exempt role offers a pay range from $18.75 to $21.75 per hour, with overtime compensated at one and a half times the base rate, typically yielding an annual salary between $40,000 and $54,400 plus bonuses and additional overtime earnings. The CSR works Monday to Friday from 9:00 AM to 5:00 PM, with two Saturdays a month from 9:00 AM to 12:00 PM.

The role involves engaging customers through multiple channels, including phone, email, and face-to-face interactions, making the CSR a key point of contact in guiding customers through the showroom while assisting with product selections that fit their unique needs. Beyond the showroom, the CSR is responsible for backend operations such as processing sales transactions, payments, order generation, scheduling deliveries, and coordinating logistics associated with material shipments. This involves maintaining accurate customer contact and transaction records as well as follow-ups on quotes and sales opportunities. The CSR ensures showroom displays are pristine and monitors stock levels to facilitate smooth order processing. Additionally, the CSR supports trade customers by understanding project requirements and recommending suitable MSI materials, collaborates closely with Sales Representatives to keep transaction and inventory information current, and remains well-informed about company products and services.

Day-to-day duties also include handling inbound and outbound sales calls, addressing customer issues relating to transactions and deliveries, managing marketing materials for easy customer access, and performing additional tasks as required. Given the physical demands, the CSR role requires frequent walking, standing, occasional sitting, and the ability to lift up to 25 pounds regularly, with some instances up to 50 pounds. The position demands excellent communication skills, multitasking abilities, a positive, solution-oriented approach to problem-solving, and strong math proficiency for quick calculations. Intermediate computer skills in MS Outlook, Word, and Excel are necessary, and bilingual proficiency in Spanish is preferred.

Overall, this position is well-suited for individuals seeking to grow their career in customer service with a respected company offering comprehensive benefits, a collaborative work environment, and opportunities to develop professionally within the home improvement and building materials industry.