Customer Service Representative (CSR)

MSI is a leading supplier of flooring tile, countertops, wall and backsplash tile, and hardscaping surface products in North America. Established in 1975 and headquartered in Orange, California, MSI operates more than 50 state-of-the-art showrooms and distribution centers across the United States and Canada. With a rich product line sourced from over 36 countries on six continents, MSI offers an extensive range of materials, including Granite, Quartz, Porcelain, Luxury Vinyl flooring, Slate, Marble, Travertine, Sandstone, Limestone, Quartzite, Onyx, stacked stone, and pavers. Known for its commitment to quality and innovation, MSI has earned a reputation as one of the top flooring distributors in the industry, consistently recognized with awards such as Top 5 fastest growing companies by OC Business Journal, Supplier Diversity Award from Home Depot, multiple Top Workplaces Awards, and accolades honoring its founder as Entrepreneur of the Year by Ernst and Young. MSI prides itself on fostering an inclusive work environment, embracing diversity and equal opportunity for all employees and applicants, which makes it a great place for personal and professional growth.

The Customer Service Representative (CSR) is a vital full-time, entry-level role within MSI, designed for individuals who excel in multi-channel customer engagement. CSRs are the primary point of contact for customers either visiting the showroom, interacting by phone, or communicating via email. This position requires someone who can provide exceptional service, guiding customers through product selection and showroom navigation while also handling back-end operations such as order processing and coordination of logistics. The working schedule is Monday through Friday from 9:00 AM to 5:00 PM, with additional work required four Saturdays a month from 9:00 AM to 1:00 PM. Compensation ranges from $19 to $22 per hour, with overtime paid at 1.5 times the base rate; typical annual earnings range from $45,000 to $54,000 or more depending on experience, overtime, and bonuses.

In this dynamic role, the CSR manages a variety of responsibilities starting with maintaining customer satisfaction through efficient communication across multiple channels. They create and nurture strong customer relationships, assist in product selection, and facilitate access to product samples within the showroom. The role also involves resolving customer inquiries related to transactions and deliveries, maintaining accurate records, and ensuring that customer contact details and transaction history are up to date. Other responsibilities include following up on quotes and sales opportunities, processing payments, generating sales orders, scheduling deliveries, and coordinating material shipments. CSRs are also tasked with creating shipping orders and packing lists, answering inbound sales calls, and actively making outbound calls. Maintaining showroom standards and monitoring inventory levels to facilitate prompt order processing are key duties as well. Supporting trade customers by understanding their project requirements and recommending appropriate MSI materials is expected, along with keeping marketing materials organized for easy access. CSRs collaborate closely with Sales Representatives to ensure the accuracy of account transactions and inventory records. They stay well-informed about the company’s diverse product offerings and services, ensuring they can provide knowledgeable assistance to customers while embodying MSI’s dedication to outstanding service. This role also includes additional duties as required, making it a varied and engaging position for individuals looking to grow in customer service within the retail and distribution industry.