Senior Customer Service Representative

Summary: The Senior Customer Service Representative handles customer transactions, processes orders, tracks inventory, and optimizes company truckloads.

Work Hours: Monday to Friday from 08:00 AM to 05:00 PM, 2 Saturday(s) a month from 09:00 AM to 12:30 PM


Seniority Level: Associate


Employment Type: Full-time


Compensation: This hourly, non-exempt position pays from $24 to $26 per hour, with overtime compensated at 1.5 times the base rate. New hires usually earn between $42,100 and $56,900 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:

• Handle customer transactions effectively and efficiently.
• Accurately record and maintain customer contact information and order details.
• Build and maintain strong customer relationships.
• Manage inbound and outbound sales calls.
• Follow up on customer commitments in a timely and consistent manner.
• Monitor stock levels to ensure accurate and timely order fulfillment.
• Assist customers in determining order requirements and available services.
• Identify and escalate customer issues as appropriate.
• Quote prices and credit terms; prepare and process sales orders.
• Maintain up-to-date knowledge of company products and inventory.
• Complete sales transactions and process customer payments.
• Schedule trucking and delivery based on customer and logistics timelines.
• Create shipping orders and packing lists.
• Troubleshoot issues during the delivery process.
• Collaborate with Sales Representatives to maintain account activity and materials.
• Demonstrate customer focus, teamwork, and effective communication.
• May be required to travel occasionally.
• Perform additional duties as required or requested.

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

• High school diploma required
• Three (3) plus years of customer service experience in a big box retail environment.
• Clear communication skills with a positive, customer-focused approach.
• Strong attentiveness and listening skills.
• Proven ability to manage multiple tasks simultaneously.
• Goal-oriented mindset.
• Strong math skills with the ability to perform quick calculations.
• Proficient in using PCs and navigating multi-window environments.
• Intermediate proficiency in Microsoft Outlook, Word, and Excel.
• Bilingual in Spanish is a plus.

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 designed to support and reward our employees. Depending on the role, this may include:

• Referral, holiday, and annual bonuses or commission opportunities
• Eligibility for an annual merit-based increase
• 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.