Senior Customer Experience & Sales Support Specialist

MDI-Hired Hands•Cohasset, MN

12h•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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.