Sr. Customer Service Rep

MDI was founded in 1964 with a single purpose: create real jobs for people with disabilities. That mission has not changed.

Every contract we fulfill, every container we ship, and every partnership we build is connected to that purpose. Our customers don’t just get a reliable manufacturing partner. They get a business model that puts people first. This is not a side program. It is how MDI operates.

Join us and become a part of our mission! 

The Customer Experience & Sales Support Specialist will be 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 salary based on experience: $59,000 to $65,000

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