Customer Technical Service Representative
About the Role
This Fairfield County Connecticut based role is perfect for a scientifically minded, customer-focused professional to join an in-house Customer Support team serving the specialty chemical industry. This role serves as the primary point of contact for divisional sales teams and customers, providing technical support, order facilitation, and proactive communication throughout the sales and fulfillment process.
The Customer Technical Service Representative will build strong customer relationships, respond to technical inquiries, facilitate quotations and order processing, and identify opportunities to expand existing business. Success in this role requires a combination of technical aptitude, customer service excellence, strong organizational skills, and a passion for helping customers achieve their goals.
Responsibilities
Serve as the primary contact for customer and sales inquiries regarding products, technical information, pricing, and order status.
Communicate with new and existing customers to understand technical requirements and provide appropriate product recommendations and quotations.
Process and track customer orders while maintaining proactive communication with internal and external stakeholders.
Build and maintain strong customer relationships to ensure a high level of satisfaction and identify opportunities for business growth.
Research industry trends, competitor capabilities, and market opportunities to support sales initiatives.
Educate customers and prospects on product features, applications, and technical benefits.
Develop and maintain a database of prospects and existing customers.
Proactively promote products and services to support account growth and customer retention.
Generate and qualify leads by identifying key decision-makers, building rapport, and understanding customer needs.
Identify new business opportunities and refer qualified opportunities to the sales team.
Collaborate with internal departments including Sales, Production, Customer Service, Regulatory Affairs, Purchasing, and Accounting to meet customer requirements.
Coordinate communication regarding production schedules, lead times, delivery dates, and order delays.
Maintain accurate records within company systems, including orders, pricing, samples, product information, technical documentation, and customer communications.
Stay current on existing and new products through ongoing training and professional development.
Investigate, document, and resolve customer complaints and product returns, escalating issues when necessary.
Coordinate customer credits and related documentation with the Accounting team as needed.
Requirements
Education & Experience
College coursework or educational background in Biology, Chemistry, Life Sciences, or a related scientific field.
Customer service, account management, inside sales, or technical support experience preferred.
Interest in technical products and the ability to communicate scientific concepts to diverse audiences.
Communication & Customer Focus
Excellent verbal and written communication skills.
Strong listening skills with the ability to identify customer needs and provide effective solutions.
Friendly, professional, and courteous approach when interacting with customers and internal teams.
Commitment to delivering an exceptional customer experience.
Ability to communicate effectively with both technical and non-technical audiences.
Problem Solving & Business Development
Strong critical thinking and analytical skills.
Curiosity and willingness to learn industry trends, products, and customer applications.
Ability to identify new business opportunities through customer interactions.
Proactive approach to problem-solving and continuous improvement.
Ability to learn and adhere to company procedures, policies, and best practices.
Time Management & Organization
Strong organizational and multitasking abilities.
Ability to prioritize competing responsibilities and meet deadlines.
Proven ability to set objectives and achieve performance goals.
Effective follow-through on customer requests and open projects.
Attention to Detail
High level of accuracy in data entry and documentation.
Strong proofreading and recordkeeping skills.
Ability to maintain complete and accurate customer and order information.
Technical Skills
Proficiency with Microsoft Office Suite and Adobe applications.
Comfortable learning and utilizing CRM, ERP, and other internal business systems.
Strong overall computer skills and ability to adapt to new technologies and software platforms.