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Customer Service Representative

Lyman Products Corporation is a leader in the exciting and growing shooting sports industry. Our product brands, Pachmayr®, TacStar®, ADTAC®, Trius®, Uni-Dot®, Butch’s , A-Zoom®, Targ-Dot® and Mark 7® are recognized throughout the industry. Our corporate mission is to establish performance excellence in all product lines and be a leader and innovator in our industry.


Job Title:

Customer Service Representative


Customer Service Representative serves as the first point of contact for the customers by providing product and service information. Resolves product and service problems by using excellent, in-depth knowledge of company products and programs. Communicates effectively with team members within the customer service department as well as across all internal departments.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Communicate by phone and email to provide professional answers to internal and external customers regarding Lyman Products.
  • Attracts potential customers by answering product and service questions via phone or email or tickets while also suggesting information about our other products. Ability to professionally control the phone conversation around client requirements and demands.
  • Enter and set up new customers and maintain current customer master information via entry into the PLEX ERP system.
  • Enter and process customer orders, make changes to existing orders as well as enter RMA’s (Return Material Authorizations) according to established department policies and procedures.
  • Provides timely and accurate information on customer order status.
  • Resolves customer problems by clarifying issues, research and exploring information as well as answers and suggests alternative solutions.
  • Make additional/outreach follow up calls to customers to resolve issues in a timely manner.
  • Provides timely feedback to company management regarding product service failures or customer service concerns.
  • Ability to build relationships and promote a positive work environment focused on team development.
  • Partners with the Sales Dept to exceed customer’s service expectation.
  • Demonstrate positive attitude and ability to work in a team environment.
  • Contribute to ongoing improvement process with suggestions and ideas


  • Detail oriented with excellent follow-up skills.
  • Excellent organizational skills, including the ability to prioritize multiple incoming tasks.
  • Team player/ability to work well with all levels of the organization.
  • Must be self-motivated and able to work with a minimum supervision.
  • Good interpersonal communication skills
  • Proficiency and accuracy with Microsoft Office Products and company ERP System
  • Excellent verbal skills, able to articulate well over the phone.
  • Attention to detail and high level of accuracy in order entry and credit card transactions.
  • Adaptability to changing events in an office environment.
  • Reliable and on time attendance

Preferred Qualifications

  • College degree preferred; Minimum high school diploma/GED or equivalent required.
  • 3 years in a Customer Service or Call Center capacity or related role in a manufacturing company.
  • Proficient in relevant computer applications: Internet, Microsoft products
  • The preferred candidate will have a general understanding of firearms and be able to articulate troubleshooting methods as well as the features and benefits of Lyman Products over the phone in a clear and concise manner.

Working conditions

  • Office environment

Position Type/Expected Hours of Work

This is a full-time position, Days and hours of work week are Monday through Friday, 8:00 a.m. to 4:30p.m. Overtime may be requested due to business conditions.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities and activities may change at any time with or without notice.



  • 401(k)
  • Dental Insurance
  • Health Insurance
  • Vision Insurance

Reports To:

Customer Service Manager


Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities and activities may change at any time with or without notice.



Work Remotely:

  • No


Equal Opportunity Employer


Lyman Products is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, creed, sex, age, marital status, national origin, ancestry, physical or learning disability, past/present mental disorder, intellectual disability, pregnancy, sexual orientation, gender identity or expression, genetic information, veteran status or any other basis protected by law. Lyman also provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.

Lyman Products, an equal opportunity employer, is always looking for high quality individuals to join our team. To further explore any of the positions mentioned on this page, please send your resume with reference to the specific job title, to the following address:

Lyman Products Corp

475 Smith Street

Middletown, CT 06457

Attn: Tina Pac at Human Resources

Email your resume now

Or apply via indeed 

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