Customer Experience Representative

Location: New Berlin, WI

About the role

The Customer Experience Representative delivers exceptional service to Midland Plastics’ customers by serving as the primary point of contact for customer service, inside sales, and order entry. This role supports sales growth in distribution plastic products and lower-volume single-solution manufacturing, ensuring accuracy, responsiveness, and professionalism in all interactions. Operating in a manufacturing environment, the role collaborates cross-functionally to meet customer expectations, streamline processes, and contribute to Midland Plastics’ growth and reputation for quality.

Responsibilities

• Inside Sales & Growth Support
  • Support and actively contribute to the growth of distribution sales and lower-volume single-solution manufacturing by identifying opportunities to expand existing accounts and develop new business.
  • Engage in outbound sales activities, including proactive phone calls and email outreach, to generate new business and strengthen customer relationships.
  • Take ownership of growing distribution plastic sales through consistent pipeline development, follow-up, and customer engagement.
  • Respond to customer requests for quotes, pricing, and product availability.
  • Collaborate with sales and operations teams to meet customer delivery expectations and drive revenue growth.
  • Proactively follow up on quotes, leads, and customer opportunities to increase conversion rates and revenue.
  • Identify cross-selling and upselling opportunities aligned with customer needs and Midland Plastics’ product offerings.
• Customer Experience & Service
  • Serve as a primary contact for customers, providing timely, accurate, and professional communication.
  • Build strong relationships by understanding customer needs and delivering consistent, high-quality service.
  • Resolve customer inquiries, issues, and complaints efficiently while maintaining a positive experience.
  • Ensure all customer touchpoints reflect Midland Plastics’ commitment to excellence.
• Order Entry & Processing
  • Accurately enter and manage customer orders in internal systems.
  • Monitor order status and coordinate with production, inventory, and shipping teams to ensure on-time delivery.
  • Maintain detailed and accurate documentation of customer transactions.
  • Ensure compliance with company procedures and quality standards in all order-related activities.
• Operational & Administrative Support
  • Assist in coordinating meetings related to engineered plastic component manufacturing, including scheduling, communication, and preparation when requested.
  • Partner with internal teams, including manufacturing, engineering, and logistics, to support customer requirements.
  • Contribute to process improvement initiatives that enhance efficiency and customer satisfaction.

Requirements

• Minimum of 2 years of experience in customer service, inside sales, or order processing.
• Experience in a manufacturing or distribution environment preferred.
• Associate’s or Bachelor’s degree in Business, Sales, or a related field preferred.
• Strong communication and relationship-building skills.
• High attention to detail and accuracy, especially in order entry.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.
• Problem-solving mindset with a customer-first approach.
• Proficiency with ERP/CRM systems and Microsoft Office applications.
• Team-oriented with the ability to collaborate effectively across functions.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Life insurance and short- & long-term disability.
• Additional voluntary benefit plans.
• 401(k) with competitive company match.
• Engaging company culture with team events and a family-focused environment.