Senior Customer Experience & Sales Support Specialist

Job Category
:
Administrative

Requisition Number
: CUSTO
001445

Locations

MDI-Hired Hands
1001 N.W. 3rd St.
Cohasset, MN 55721, USA

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.

• 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 Hub Spot, 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.

• 2–5 years of experience in customer service, sales support, or commercial operations
• Experience with CRM systems such as Hub Spot 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

• 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

• Some travel in state, limited out of state

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.