Customer Service Representative

Customer Service Representative

MDC Precision | Sarasota, Florida

About MDC Precision: Since 1975, MDC Precision has supported some of the world's most demanding technology and manufacturing applications with precision-engineered vacuum, ceramic-to-metal seal, high-purity gas delivery, and custom manufacturing solutions. MDC serves customers across semiconductor, research, aerospace, life sciences, industrial, food processing, and energy markets. With manufacturing operations in the United States and internationally, MDC combines engineering expertise, precision manufacturing, quality, and responsive customer service to help customers develop and operate technologies that change the world.

Position Summary

The Customer Service Representative (CSR) serves as a primary point of contact for assigned customers and plays an important role in delivering an exceptional customer experience. Based at MDC Precision's Sarasota, Florida manufacturing facility, this position supports order management, inside sales activities, reporting, and account coordination while working closely with Sales, Planning, Production, Shipping, Procurement, and Finance. The CSR is responsible for managing daily customer and operational activities, maintaining strong customer relationships, and supporting business growth initiatives.

Primary Responsibilities

• Serve as the primary point of contact for assigned customer accounts.
• Manage customer inquiries related to orders, pricing, lead times, shipments, and product availability.
• Build and maintain strong relationships with customers and key accounts.
• Participate in customer meetings to review operational performance, forecasts, backlog, and service concerns.
• Support customer escalations and drive timely issue resolution.
• Provide proactive communication regarding delays, supply constraints, and recovery plans.
• Process sales orders, change requests, and returns accurately within ERP systems.
• Review order requirements for pricing, inventory availability, and lead times.
• Coordinate with Planning, Production, Shipping, and Procurement to support customer commitments.
• Monitor open orders and backlog to support on-time delivery performance.
• Support month-end shipment activities and backlog reviews.
• Prepare quotations, pricing updates, and sales-related documentation.
• Support Sales with customer follow-up and account coordination.
• Assist with contract reviews, pricing agreements, and customer programs.
• Maintain accurate customer records and sales activity within CRM systems.
• Analyze backlog, service levels, shipment performance, and customer trends.
• Support KPI tracking, reporting, and operational updates for internal and customer meetings.
• Collaborate cross-functionally to resolve operational issues and improve the customer experience.
• Support process improvement and continuous improvement initiatives.
• Maintain accurate customer documentation and records.
• Complete assigned training and development programs.
• Support additional business needs as required.

Knowledge, Skills, and Abilities

• Strong knowledge of customer service, account management, order processing, and inside sales support.
• Experience with ERP and CRM systems, order management, pricing, inventory review, and reporting.
• Strong understanding of lead times, backlog management, shipments, and supply chain coordination.
• Excellent customer communication, relationship management, and problem-solving skills.
• Ability to manage multiple priorities, deadlines, and high-volume customer interactions in a fast-paced environment.
• Strong analytical and organizational skills with a high level of attention to detail and accuracy.
• Ability to collaborate effectively with Sales, Planning, Production, Shipping, Procurement, and Finance teams.
• Proficiency in Microsoft Office Suite, particularly Excel and Outlook, as well as reporting tools.

Minimum Qualifications

• Associate or bachelor's degree in Business Administration, Supply Chain, Sales, or a related field preferred; equivalent relevant work experience will also be considered.
• 2-5+ years of experience in customer service, sales administration, inside sales, account management, or order management.
• Experience working in a manufacturing, distribution, or B2B environment preferred.
• Experience using ERP/CRM systems and customer order management processes preferred.

Work Environment & Location

• Position is based primarily on-site at MDC Precision's Sarasota, Florida manufacturing facility.
• Fast-paced, deadline-driven manufacturing environment requiring frequent coordination across departments.
• Role requires the ability to manage changing priorities while maintaining a high level of responsiveness and accuracy.

MDC Precision is committed to delivering precision, quality, and exceptional service to customers worldwide.