Senior Customer Service Representative

Summary: The Senior Customer Service Representative is responsible for handling customer transactions, processing orders, tracking inventory and optimizing the Company's truckloads.

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


Seniority Level: Associate


Employment Type: Full-time


Compensation: This hourly, non-exempt position pays from $22 to $24 per hour, with overtime compensated at 1.5 times the base rate. New hires usually earn between $42,400 and $56,700 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:

• Effective and efficient handling of 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.
• Consistent following 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 tracks stock levels to ensure customer orders are handled effectively.
• Complete sales transactions and processing of payments.
• Schedule trucking and delivery of material to customer, based on delivery schedule.
• Create shipping order and packing list.
• Troubleshoot customer issues during delivery process.
• Partner with Sales Representative to keep account transactions and literature up to date.
• Practice Customer focus, collaboration, and communication with team
• Retain up to date knowledge of company products
• May be required to travel occasionally.
• Perform additional duties as required and or requested.

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

• High School Education Required. Some college work completed preferred.
• Minimum 3 years customer service experience in a Big Box retailer.
• 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 (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 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.