Customer Support Representative

Customer Service Representative

Dymax, part of the Bachmann Chemical & Engineering family of brands, is based out of Torrington, Connecticut. Dymax is globally recognized as a pioneer in the development of light-curable adhesives and curing equipment. Today, our expansive portfolio of innovative adhesives, coatings, and maskants are supported by dispense solutions and cutting-edge UV and LED light-curing equipment. Unlike our competitors who supply standard products, Dymax focuses on the customer experience by tailoring solutions that help customers lower costs, reduce their carbon footprint, improve efficiency, and drive profitability. Our focus on being a customer intimate organization has led us to where we are today: a rapidly expanding force within our industry, an innovative product portfolio, extraordinary employees, and a bright future based on creating quality offerings with a dedication to business growth.

We're seeking a result-focused, innovative, self-driven, and well-qualified individual to join our talented team as our Customer Service Representative. Based out of our Torrington Connecticut location, you will develop and maintain cultural Customer Intimacy by providing prompt, accurate, and professional support that engages with customers, both external and internal, then establishes needs, responds to those needs, closes the transaction, and follows up to ensure customer satisfaction. In addition, you will:

• Provide best-in-class customer support by promptly answering inquiries, accurately processing orders, forwarding SDS and technical product literature
• Ensure customers are promptly advised when expectations targets must be changed by following up proactively on quality issues, delays on shipments, offering up backorder options, and by always providing updates and resolutions
• Provide timely, purposeful business support by calculating and providing accurate quotes and pricing requests, and by partnering with Sales in determining exceptions and promotional pricing arrangements
• Organize and expedite customer orders by recognizing urgency of orders, upselling orders, and as necessary coordinating with S&OP and Production to ensure schedules are modified to meet demand priorities
• Conduct customer surveys and manage compliance observance by sending, collecting, and managing survey data, and by liaising with Quality, HR, EH&S, and Legal in response to requests about labor laws, and ISO and safety certifications
• Increase company profitability and market share through upselling by researching Company products, establishing customer needs, and meeting these needs by suggesting add-ons that enhance the customer experience
• Manage customer cultivation programs by spearheading Try & Buy equipment leasing programs that require credit validations, then documenting, billing, following up on, and converting rental agreements
• Manage Company sales data and quality controls by accurately managing data entry points and maintaining address books, and by engaging Production, AE, and S&OP in orders that need additional research and development

Requirements:

• BS or BA Degree strongly preferred
• 3+ years of experience of customer support in a manufacturing setting
• Experience with ERP systems and data entry critical, JE Edwards E-1 preferred
• Office-based primarily, occasional work in production-floor and lab settings
• Travel, less than 5%
• Strong communications and interpersonal skills; great telephone manner
• Excellent typing, spelling, proofing, grammar, and organizational skills are critical

Benefits:

• Attractive salaries
• Personal growth opportunities
• Excellent benefits packages that include:
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401K)
• Life Insurance (Basic, Voluntary & AD&D)
• Generous Paid Time Off and Public Holidays
• Short-Term and Long-Term Disability
• Free uniforms and footwear
• Training & Development
• Tuition Reimbursement
• Wellness Resources
• Salary Range: $51,000 - $73,000

Our company takes the compensation of its employees very seriously and considers several factors when determining the total compensation package including but not limited to location, market range, skills, knowledge, experience, and abilities. The base salary range represents the low and high end of our company's salary range for this position. Actual salaries will vary and may be above or below the range. The range listed is just one component of our company's total compensation packages for employees. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, domestic violence status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.