Customer Service Representative

Description

Customer Service Representative

Reports To: Customer Service Supervisor

FLSA Classification: Non-Exempt

Direct Hire - Full Time

MDC Precision is a world leader in delivering high-quality products to the research, semiconductor, aerospace, life sciences, and food processing sectors.

Our customers rely on us to provide the precision components that are required for the operation at the atomic scale. We enable innovation by bringing our expertise in vacuum science, ultrapure and ultra-hygienic materials fabrication, and ceramic-to-metal sealing along with our design and manufacturing partnerships- all to enable science to change the world for the better.

Function & Responsibility

Receives (by telephone, email, or fax) requests for quotations, orders, and lead times from customers. Makes quotations on standard items, enters orders and relays pertinent order information to customers. Coordinates with other departments in handling purchase orders and providing service to customers.

Performs duties with the marketing department where customer contact is a prime responsibility.

Requirements

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 Required

· 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

• A high school diploma is preferred; experience will substitute for education.
• At least 3-5 years of customer service experience handling the responsibilities outlined above.
• Typing skills and some knowledge of CRT are necessary (40 50 wpm).
• The previous background should include knowledge of parts and nomenclature as well as demonstrated ability to deal with customers.

Work Environment

· 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.