Customer Experience Specialist (Onboarding & Retention)

MDI; Minneapolis (MN); On-site; USD 45,000 - 65,000; Full time

Job summary

MDI is seeking a Customer Experience Representative to support our Commercial Services division. You will work with customers to understand needs, manage orders, and assist onboarding while collaborating with operations and sales to retain clients and maintain our world-class Net Promoter Score.

The role emphasizes excellent customer service, multi-tasking in a fast-paced environment, and strong collaboration with Services Sales, Finance, Operations, and Quality Assurance to ensure order

Qualifications

• High School Diploma or GED required.
• 2-5 years in customer service, sales support, or related field.
• Ability to learn platforms like HubSpot.
• Familiarity with ISO9001 is a benefit.
• Intermediate ability to operate basic computer equipment and software.
• Able to read, interpret and communicate customer-specific documentation.
• Ability to pass a criminal background check.

Responsibilities

• Act as a point of contact for customers throughout the sales and order process.
• Address customer needs and resolve issues promptly.
• Build and maintain relationships to promote retention and loyalty.
• Process customer orders and modifications accurately.
• Track order details: shipping dates, quantities, product specs.
• Keep customers informed about order status and delays.
• Collaborate with Services Sales and Finance to onboard customers and manage projects.
• Coordinate with Operations to ensure timely delivery of services.
• Work with Quality Assurance to meet ISO9001 requirements.
• Follow up post-sale to gather feedback and improve.
• Assist sales with documentation, reporting, and CRM tasks.
• Maintain accurate customer records in CRM/ERP (HubSpot).
• Manage multiple priorities and respond professionally to urgent requests.
• Prioritize tasks to meet deadlines and business goals.

Skills

Communication

Customer-centric

Detail-oriented

Time management

Organizational skills

Problem-solver

Conflict resolution

Team-oriented

Empathy

Critical thinking

Technical proficiency

Education

High School Diploma or GED

Tools

HubSpot

Job description

MDI is seeking a Customer Experience Representative to support our Commercial Services division. You will work with customers to understand needs, manage orders, and assist onboarding while collaborating with operations and sales to retain clients and maintain our world-class Net Promoter Score.

The role emphasizes excellent customer service, multi-tasking in a fast-paced environment, and strong collaboration with Services Sales, Finance, Operations, and Quality Assurance to ensure order