Showroom lead
MSI, Tualatin, OR, United States
Thank you for your interest in joining MSI and becoming part of our growing team. Our showroom is a beautiful, gallery-style environment where we provide selection services to the design community, industry partners, and their end users. This creative setting allows us to connect with individuals from all walks of life while delivering an exceptional customer experience. We are seeking individuals who have a passion for both people and products. The ideal candidate is naturally helpful, approachable, and committed to providing outstanding customer service while supporting clients throughout their selection process.
Summary The Showroom Lead is responsible for the day-to-day supervision of the entire Customer Service Representative (CSR) teams from checking attendance to resolving conflicts.
Work Hours Monday to Friday from 08:00 AM to 05:00 PM, 2 Saturday(s) a month from 09:00 AM to 01:00 PM.
Seniority Level Mid-Senior Level
Employment Type Full-time
Compensation This hourly, non-exempt position pays from $25 to $28 per hour, with overtime compensated at 1.5 times the base rate. New hires usually earn between $55,000 and $62,000 annually, or more, depending on experience, overtime hours, and bonuses.
Responsibilities
Recruiting right employees for the right role
Presenting performance reviews including quarterly CSR reviews
Monitoring performance metrics and coaching when needed
Developing quality, service and productivity for individuals and teams
Streamlining Order Desk processes by communicating with BPO
Performing administrative duties such as approving time off requests and making vacation and Saturday schedules
Holding communication meetings with Transportation, Warehouse, Product and Sales teams
Holding ongoing and onboarding training with CSRs on products, systems, etiquettes, etc.
Overseeing showroom traffic and providing assistance as needed
Reviewing performance matrix which includes missed call volume, BPO SO creation %, manual AP voucher reduction, tagged report, SO cancellation, etc.
Perform additional duties as required and or requested
Education & Experience Requirements
Bachelor's degree (B.A.) or equivalent from a four-year college or two to four years of related experience and/or training; or equivalent combination of education and experience.
Two (2) plus years’ experience in a professional environment.
Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, and volume.
Ability to multitask within the work area – inter team and intra team.
Ability to determine solutions for customers.
Must be results-oriented and able to work both independently and within a team environment.
Must possess excellent verbal and written communication skills.
Proficient in using Microsoft Office – Outlook, PowerPoint and Excel.
Physical Demands
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
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
About MSI 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 also maintains over 50 state-of-the-art showroom and distribution centers across the U.S. and Canada. MSI's product line includes an extensive offering of Granite, Quartz, Porcelain, Luxury Vinyl flooring, Slate, Marble, Travertine, Sandstone, Limestone, Quartzite, onyx, stacked stone and pavers imported from over 36 countries on six continents.
Awards
Top 5 fastest growing companies - OC Business Journal
Supplier Diversity Award - Home Depot
#1 Flooring Distributor multiple years in a row - Floor Covering Weekly
Top Workplaces Award winner multiple times - Top Workplaces
MSI Founder named the Entrepreneur of the Year - Ernst and Young
Equal Employment Opportunity MSI is an equal opportunity employer that celebrates diversity and fosters inclusion and belonging for all employees. We provide a work environment that allows all employees to do their best work, free from all forms of discrimination. No employee or applicant will be discriminated against on the basis of race, ethnicity, age, sex, gender identity or expression, sexual orientation, citizenship status, military status, religion, disability status, or any other legally protected group. MSI provides reasonable accommodations for all employees and applicants. If you believe you require an accommodation, please speak with your recruiter or a member of our HR team.
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Summary The Showroom Lead is responsible for the day-to-day supervision of the entire Customer Service Representative (CSR) teams from checking attendance to resolving conflicts.
Work Hours Monday to Friday from 08:00 AM to 05:00 PM, 2 Saturday(s) a month from 09:00 AM to 01:00 PM.
Seniority Level Mid-Senior Level
Employment Type Full-time
Compensation This hourly, non-exempt position pays from $25 to $28 per hour, with overtime compensated at 1.5 times the base rate. New hires usually earn between $55,000 and $62,000 annually, or more, depending on experience, overtime hours, and bonuses.
Responsibilities
Recruiting right employees for the right role
Presenting performance reviews including quarterly CSR reviews
Monitoring performance metrics and coaching when needed
Developing quality, service and productivity for individuals and teams
Streamlining Order Desk processes by communicating with BPO
Performing administrative duties such as approving time off requests and making vacation and Saturday schedules
Holding communication meetings with Transportation, Warehouse, Product and Sales teams
Holding ongoing and onboarding training with CSRs on products, systems, etiquettes, etc.
Overseeing showroom traffic and providing assistance as needed
Reviewing performance matrix which includes missed call volume, BPO SO creation %, manual AP voucher reduction, tagged report, SO cancellation, etc.
Perform additional duties as required and or requested
Education & Experience Requirements
Bachelor's degree (B.A.) or equivalent from a four-year college or two to four years of related experience and/or training; or equivalent combination of education and experience.
Two (2) plus years’ experience in a professional environment.
Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, and volume.
Ability to multitask within the work area – inter team and intra team.
Ability to determine solutions for customers.
Must be results-oriented and able to work both independently and within a team environment.
Must possess excellent verbal and written communication skills.
Proficient in using Microsoft Office – Outlook, PowerPoint and Excel.
Physical Demands
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
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
About MSI 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 also maintains over 50 state-of-the-art showroom and distribution centers across the U.S. and Canada. MSI's product line includes an extensive offering of Granite, Quartz, Porcelain, Luxury Vinyl flooring, Slate, Marble, Travertine, Sandstone, Limestone, Quartzite, onyx, stacked stone and pavers imported from over 36 countries on six continents.
Awards
Top 5 fastest growing companies - OC Business Journal
Supplier Diversity Award - Home Depot
#1 Flooring Distributor multiple years in a row - Floor Covering Weekly
Top Workplaces Award winner multiple times - Top Workplaces
MSI Founder named the Entrepreneur of the Year - Ernst and Young
Equal Employment Opportunity MSI is an equal opportunity employer that celebrates diversity and fosters inclusion and belonging for all employees. We provide a work environment that allows all employees to do their best work, free from all forms of discrimination. No employee or applicant will be discriminated against on the basis of race, ethnicity, age, sex, gender identity or expression, sexual orientation, citizenship status, military status, religion, disability status, or any other legally protected group. MSI provides reasonable accommodations for all employees and applicants. If you believe you require an accommodation, please speak with your recruiter or a member of our HR team.
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