Showroom lead

MSI; Tualatin (OR); On-site; USD 55,000 - 62,000; Full time

Benefits offered by this job

Referral, Holiday, and Annual Bonuses

Medical, Dental, and Vision Insurance

Tuition Reimbursement

Job summary

A leading supplier in the home improvement industry based in Tualatin, Oregon, is seeking a Showroom Lead to supervise Customer Service Representative teams. This role demands a customer-centric individual with a passion for leadership and the ability to navigate the day-to-day operations effectively. Responsibilities include managing performance metrics, facilitating training, and streamlining processes. The ideal candidate will have a Bachelor's degree and significant experience in a professional environment. A competitive compensation package and comprehensive benefits are offered.

Qualifications

• Two plus years of experience in a professional environment.
• Ability to calculate figures and amounts such as discounts and percentages.
• Must possess excellent verbal and written communication skills.

Responsibilities

• Supervise the entire Customer Service Representative teams.
• Monitor performance metrics and provide coaching.
• Streamline Order Desk processes through effective communication.

Skills

Customer service

Team leadership

Communication

Multitasking

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

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.