Senior Customer Experience & Sales Support Specialist

Job Description Summary

The Customer Experience & Sales Support Specialist is responsible for delivering exceptional customer service while supporting commercial and sales operations. This role manages quoting, pricing, order processing, and CRM data while coordinating cross-functional activities to enhance customer satisfaction and drive business success. The ideal candidate thrives in a fast-paced environment, is highly detail-oriented, and builds strong internal and external relationships aligned with MDI’s mission and core values.

Starting wage range based on experience: $59,000 to $65,000

Hours: MDI Core Business Hours of 8am-4:30pm; additional hours outside of these times may be required

Benefits: MDI offers a comprehensive benefits package, including Medical, Dental, Vision, Group Term Life, AD&D Insurance, Accident Care, Critical Illness Insurance, a generous PTO policy (starting at 4 weeks annually), paid holidays, tuition reimbursement and Flex Spending plans. 

Essential Functions of the position:

• Provide exceptional, prompt, and proactive customer service to all accounts
• Manage customer inquiries, orders, modifications, returns, and cancellations with a high degree of accuracy and timeliness
• Prepare and process customer documentation including order acknowledgements, freight quotations, and related communications
• Proactively monitor customer activity and maintain accurate records to support communication and reporting
• Build, nurture, and leverage strong internal and external relationships to support customer success and MDI’s growth
• Manage the RFP and quoting process across all customer accounts, ensuring timely and accurate submissions
• Handle all pricing inquiries, updates, and maintenance activities
• Lead Plastics Bid reviews and support pricing strategy execution
• Partner with Account Managers to lead Quarterly Price Reviews
• Provide dedicated support to highest revenue generating customers (orders, confirmations, samples, freight quotes, item setup)
• Serve as backup support for Customer Service Representatives and Commercial Services functions
• Perform data entry and processing of all customer orders and transactions efficiently and accurately
• Prepare and coordinate product samples for customer delivery
• Own administration and coordination of custom new item setup and implementation
• Ensure alignment across internal systems, documentation, and cross-functional teams
• Serve as a power user of HubSpot, maintaining accurate and complete CRM data
• Track customer interactions, opportunities, and pricing activities within CRM platforms
• Ensure data integrity to support reporting, forecasting, and decision-making
• Ensure compliance with work instructions, Quality Management System (QMS) procedures, and company policies
• Maintain the highest levels of ethics, professionalism, and confidentiality
• Support a safe work environment, including adherence to PPE requirements
• Assist with departmental cleanliness and housekeeping
• Effectively manage multiple priorities, urgent requests, and demanding customers with professionalism
• Work independently while efficiently managing time and workload
• Communicate clearly, respectfully, and persuasively both verbally and in writing
• Collaborate effectively in a diverse, team-oriented, fast-paced environment
• Perform other duties as assigned.

Qualifications

• 2–5 years of experience in customer service, sales support, or commercial operations
• Experience with CRM systems such as HubSpot or Salesforce
• Strong organizational, analytical, and multitasking skills
• High attention to detail and commitment to accuracy
• Customer-first mindset and service excellence
• Strong problem-solving and decision-making skills
• Effective cross-functional collaboration
• Adaptability in a fast-paced environment
• Commitment to continuous improvement and operational excellence
• Satisfactory completion of a criminal background check
• Verified eligibility for employment in the United States
• Valid state-issued driver’s license

Environment and Physical Demands

• A traditional work week (M-F) with MDI core hours
• Works in a typical office setting which includes:
  • Continuously sit, use of computer monitor, mouse, and keyboard, standard telephone, hearing and talking
• Occasionally lift, reach, rotate hands, stoop, kneel, or crouch
• Occasionally works in a typical factory environment-including high noise levels, moving machinery, conveyors, dust, and chemicals
• Basic vision required

Other

• Some travel in state, limited out of state