Customer Care Representative

MDC Interior Solutions is a leading wallcovering and design solutions company headquartered in Glendale Heights, IL. It is one of the largest sources for commercial products and finishes in our industry. Today, a proven leader in commercial design, the company provides a broad array of products that have contributed to the company’s success over the last 50 years.

MDC’s portfolio includes Type II wall coverings, a digital graphics studio, robust acoustical offerings, hand‑crafted and specialty wall designs, and dry‑erase coatings to name a few. Known for its ability to produce solutions that meet customers’ needs, MDC has earned a reputation for innovative products, value and service. The company’s product portfolio and knowledgeable sales team position MDC as the “Single Source, Total Solution” within the commercial design industry.

MDC has more than 65 outside sales representatives, as well as additional sales support, reporting to four regional offices. The company’s sales efforts extend further through a worldwide distribution network.

A staff of approximately 70 associates are in MDC’s corporate headquarters.

A Customer Service Representative will work in a high‑volume call center, Full Time, M‑F. The department runs from 7:30 AM to 5:30 PM. You will have a shift assigned; however, the candidate should be available to cover other shifts as needed. Salary is based on experience. Full benefits are extended to all employees.

Answers phones, emails and faxes in a fast‑paced environment. Responds to customer inquiries related to order status, pricing, inventory availability, sampling, shipping, freight estimates, deliveries, and backorders. Projects a professional company image through telephone interaction.

• Call center – answers telephones and responds to customer requests by entering orders, pricing or sampling or inventory information
• Provides pricing and delivery information, also processes incoming orders via email & fax
• Provides customer and sales reps with product and service information and support
• Web chat for technical questions, general information, quotes and sample requests
• When required up sells product and/or accessories
• Stock checks on vendor web portals
• Accurate and timely follow‑through on pending issues not immediately resolved
• Research shipment inquiries, billing, payments, and order tracking
• Serves as liaison between the customer, various departments and sales team in the field

To perform the job successfully, an individual should demonstrate the following competencies:

• Organized, prioritise, self‑motivated, quick learning ability, common sense, typing skills of 30 WPM, reading, writing and math skills. Efficient, friendly, and courteous demeanour.
• Problem‑solving – identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group‑problem solving situations; uses reason even when dealing with emotional topics.
• Customer service – manages difficult or emotional customer situations; responds promptly to customer needs for service and assistance; fulfills commitments.
• Interpersonal – focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral communication – speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Teamwork – balances team and individual responsibilities; contributes to building a positive team spirit; treats customers and co‑workers with respect, inspires trust, integrity and good work ethics.
• Written communication – writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information such as safety rules, operating, installation or procedure manuals.
• Organizational & adaptability – follows policies and procedures; adapts to changes in the work environment; manages competing demands and takes responsibility for own actions; uses time efficiently and can change approach…