Customer Experience - Commercial Services

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!

This is a Customer Experience Representative to support our Commercial Services divisions. You'll work closely with customers to understand their needs and manage orders. In addition, you'll collaborate with operations and sales to onboard new clients and retain existing ones, while helping maintain our world-class Net Promoter Score. The ideal candidate will combine excellent customer service skills, and the capacity to manage multiple tasks in a fast-paced environment.

Essential Functions:

• Act as a point of contact for customers, providing exceptional, proactive service throughout the sales and order process.
• Understand and address customer needs, ensuring satisfaction and resolving any issues quickly and professionally.
• Build and maintain strong relationships with both new and existing clients to promote customer retention and loyalty.
• Process customer orders and modifications in a timely and accurate manner.
• Track and manage order details, including shipping dates, quantities, and product specifications.
• Ensure timely communication with customers regarding order status, changes, or delays.
• Work closely with the Services Sales rep and Finance Team to support the onboarding of new customers, along with existing and new projects.
• Collaborate with Operations to ensure seamless execution of customer orders and timely delivery of services.
• Partner with Quality Assurance to ensure that customer requirements are met in compliance with ISO9001.
• Follow up with customers after order completion to ensure satisfaction and gather feedback for continuous improvement.
• Address any post-sale concerns or issues, escalating them to the appropriate teams when necessary.
• Assist the sales team with administrative tasks, including documentation, reporting, and customer relationship tracking.
• Utilize CRM/ERP platforms (HubSpot) to maintain accurate customer records and track opportunities.
• Maintain accurate internal documentation for pricing, orders, and customer communications.
• Manage multiple priorities and customer demands efficiently, ensuring a calm and professional response to urgent requests.
• Prioritize tasks based on customer needs and business goals to meet deadlines and drive performance.

Soft Skills:

• The ideal candidate will have excellent communication skills, both verbal and written, and a strong customer-centric mindset with the ability to build lasting relationships. They should be highly detail-oriented and able to manage multiple tasks and priorities effectively, with strong time management and organizational skills. A proactive problem-solver with a calm and diplomatic approach to conflict resolution, they will thrive in a team-oriented environment while adapting quickly to changing demands. Empathy, critical thinking, and technical proficiency are also key to providing exceptional customer service and contributing to the success of the team.

Qualifications:

• High School Diploma or GED
• 2-5 years in customer service, sales support, or a related field (preferably within a manufacturing, commercial, or medical services environment).
• Ability to learn platforms like or HubSpot.
• Familiarity with ISO9001 is a benefit.
• Intermediate ability to operate basic computer equipment, peripherals and software as well as company standard software. Speed, accuracy, and multi-tasking between software programs/systems is essential.
• Able to effectively perform all basic mathematical functions (addition, subtraction, multiplication, division, and percentages.)
• Ability to effectively read, interpret & communicate customer-specific documentation.
• Satisfactory completion of a criminal background check.

Verified eligibility for employment in the United States.

Environment and Physical Demands:

• A traditional work week (M-F) with MDI core hours. Work during Non-traditional hours periodically required.
• 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:

• Limited travel in state

Supervisory Responsibilities:

• None

The list of essential job functions and qualifications contained in this job description is not exhaustive and may be supplemented as necessary. Tasks are to be completed with or without reasonable accommodations.