Customer and Client service is a key differentiator for your business in the global market with companies across industries facing increasing competition. Companies need outsourcing partners that can deliver cutting edge customer service solutions. MSI Services helps clients manage and enhance their customer experience with tailor-made customer service solutions. These solutions allow clients to transform the way they influence customer loyalty, retention and satisfaction, while at the same time ensuring cost efficiency.

Accounting (and Due diligence)

Accounting is the systematic process of recording, analysing, summarizing and reporting financial transactions comprehensively.

There are two departments under Accounting, depending on whether they handle incoming or outgoing payments:

  • Accounts Payable, which handles the following :
    • Voucher processing for freighting out cargo, which involves the delivery charges from the MSI warehouse to the customer; as well as costs incurred while freighting in materials from the vendor’s port to the MSI warehouse
    • Authenticating and verifying shipment charges and payment
    • Advertising costs incurred
    • Office payments for office supplies, utility, and employment benefits.
  • Accounts Receivable, which is responsible for the following:
    • Handling of receipts and deposits over (but not limited to) wire transfers, credit cards, cheques and cash
    • Credit card settlements
    • Customer information verification (in the case of returning customers), which includes verifying the resale certificates received from and sending customers shipment-related paperwork over email.

Business Analysis

The Business Analyst team consistently delivers detailed data in order to facilitate effective execution of business plans, which are based on know-how and foresight.
Some of the responsibilities of this team include:

  • Continuously collating and analysing business data related to sales, purchase, and inventory management
  • Summarizing data and developing new insights, based on statistical data, to produce learning points that the company can benefit from
  • Generating reports and metrics based on implemented insights as well as those that support business planning

Customer Services

TThe Customer Services team’s major responsibilities include answering calls and addressing customer enquiries. Apart from this though, the team handles the following:

  • Enquiries related to the Home Depot store
  • Registrations & claims related to warranty management from Home Depot
  • Bazaar voice queries (Home depot)
  • Home Depot’s Special Order Program support
  • NFM store Enquiries
  • Enquiries related to MSI’s landing pages
  • Concierge Services

Human Resource

The Human Resource Department ensures to create a work-environment that attracts and retains the best talent in the industry. It helps comply with regulations, and develop practices that prove to be profitable, ethical, and durable. Some of the responsibilities of the HR department include:

  • Hiring talent
  • Maintaining the employee database
  • Verifying employees' backgrounds
  • Handling employees' grievances
  • Accounting for vacations
  • Handling travel and ticketing


The Imports team facilitates every process related to the import of products and customs compliance, according to border protection protocols.
As a part of Customs compliance, this team is responsible for:

  • ISF (Import Security Filing)
  • Handling and reporting of sailing/transportation schedules of shipments
  • Customs entry which includes declaring the nature of the goods and their value, as well as electronic filing with customs.
  • Accruing charges incurred based on the value of the goods being shipped, as well as the import and shipping costs
  • Keeping track of, as well as notifying concerned parties of the ETA (Estimated Time of Arrival); as well as of the status of delivery.

Internal Audits

The Internal Audits team ensures that things run smoothly within the branches of MSI.
On the transit side, they are responsible for:

  • Inter-branch transfer orders
  • Supervising transit transfers
  • File freight claims by shipping companies
  • Adjusting unit prices
  • Ensuring valid sales orders are legitimated, and periodical audit reports are generated
  • Supervising the flow of transit as well as of finances to ensure there is no misappropriation of goods or funds.


The Product team assists with every process related to MSI’s products. Some of their main responsibilities include:

  • Creating a purchase order and verifying and approving prices
  • Creation of a shipment request, based on purchase orders
  • Ensuring the product meets standards, and gets through customs
  • Generating receipts for when the goods are received from vendors
  • Assisting in inventory-planning and re-order: checking stocks and reporting on their status
  • Maintaining a database of the product's pictures and management/upkeep.


The Sales support team handles processes related to sales order and document creations, as well as invoices. The team also has the following responsibilities under its purview:

  • Upload and maintenance of customer purchase orders
  • Creation of sales orders & invoices
  • Shipment scheduling
  • Management of the WMS (Warehouse Management System), as well as RMA (Return Material Authorization)
  • Generation of orders and invoices for samples and merchandise; and auditing of these invoices.