Customer Service Representative

Job Description

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 of products that have contributed to the company’s success over the last 50 years.

MDC’s portfolio includes Type II wallcoverings, 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.

About the position : 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.

Summary : 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.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• 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 inquires, billing, payments, and order tracking.
• Serves as liaison between the customer, various departments and sales team in the field.

Competency :

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

Organized, prioritize, self -motivated, quick learning ability, common sense, typing skills of 30 WPM, reading, writing and math skills. Efficient, friendly, and courteous demeanor.

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 or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance / Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Quality & Quantity - Meets productivity standards; Completes correct work in timely manner; Strives to increase productivity; Works quickly.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience :

Associate degree (A.A.) or equivalent from two-year College or technical school; or two plus years of customer care / call center related experience.

Math Ability

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability :

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills :

To perform this job successfully, an individual should have knowledge of Microsoft Office suite software and ability to learn company’s systems.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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.

The employee may occasionally lift and / or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.

Want more information about MCD? Check us out at www.mdcwall.com

EOE / M / F / Vet / Disabled