Senior Customer Experience & Sales Support Specialist

Essential Functions

• 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 acknowledgments, 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
• Serve as backup support for Customer Service Representatives and Commercial Services functions
• Support the highest revenue generating customers (orders, confirmations, samples, freight quotes, item setup)
• 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
• Partner with the Customer Service Team to ensure data integrity to support reporting, forecasting, and decision-making
• Maintain the highest levels of ethics, professionalism, and confidentiality
• Support a safe work environment, including adherence to PPE requirements
• Afford assistance with departmental cleanliness and housekeeping
• Effectively manage multiple priorities, urgent requests, and demanding customers with professionalism
• 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