Customer Service and Sales Support Specialist

DAC International, LLC, an Addtronics company, sets the standard for excellence in manufacturing process equipment—pioneering cutting-edge solutions, delivering world-class customer support, and building trusted partnerships across the globe. For decades, our commitment to innovation, reliability, and performance has empowered the Contact and Intraocular Lens industries with precise, efficient, and highly productive manufacturing solutions.

DAC International is the world’s leading supplier of ultra-precision CNC lathes, mill/lathe combos, blocking systems, automation, and lens manufacturing software for specialty contact lens, IOL, and ICL (implantable collamer lens) producers worldwide.

Our purpose is to build the most precise, most reliable manufacturing equipment in the world for the specialty contact lens and intraocular lens industries.

Position Summary:

The Customer Service and Sales Support Specialist is a hands-on, detail-oriented role supporting the day-to-day sales and customer operations of DAC International. This person will serve as a key resource to the sales team and customers, with primary responsibility for order entry and management, quoting and proposal support, invoicing coordination, customer service, account support, and customer correspondence, general sales administration.

The ideal candidate is organized, responsive, customer-focused, and comfortable managing multiple priorities in a technical manufacturing environment. This individual should be able to take ownership of customer and sales-related processes from initial quote through order fulfillment and invoicing, while maintaining accurate information and clear communication across sales, operations, engineering finance, shipping, receiving, and customers.

Experience with Salesforce or a similar CRM is a meaningful advantage. The successful candidate should be comfortable working with CRM and business systems, analyzing information in Microsoft Excel, learning new systems, and identifying opportunities to improve processes and efficiency.

Essential Functions and Responsibilities:

• Customer & Sales Support: Serve as a primary point of contact for customer and sales inquiries, managing the sales support inbox and providing timely assistance with quotes, orders, product information, delivery requirements, and issue resolution.

• Quoting & Proposal Support: Prepare, manage, and follow up on equipment, aftermarket, replacement-part, and service quotes and proposals. Coordinate with Sales and Technical teams to confirm pricing, part numbers, specifications, availability, lead times, delivery requirements, and other necessary details.

• Order, Aftermarket & RMA Management: Process purchase and sales orders from entry through fulfillment and invoicing, including order acknowledgements, status updates, changes, and issue resolution. Support aftermarket and service requests, including replacement parts, and coordinate RMA processes by gathering required information and maintaining accurate records.

• Cross-Functional Coordination & Invoicing: Coordinate with Sales, Engineering, Operations, Shipping, Service, Finance, and other teams to ensure customer requirements are fulfilled accurately and efficiently. Support invoicing, billing resolution, and required order and shipping documentation, including international commercial invoices.

• Salesforce & Data Management: Maintain accurate customer, quote, opportunity, order, and sales data in Salesforce and other systems. Create and maintain reports and dashboards, resolve data discrepancies, and ensure records and documentation remain current.

• Sales Reporting & Analysis: Support pipeline management, forecasting, and recurring sales reporting. Use Salesforce and Microsoft Excel to analyze bookings, proposals, pipeline, KPIs, revenue, price realization, commissions, and other sales metrics, providing accurate information and analysis to leadership and the sales team.

• Process, Training & Administration: Support sales administration, special projects, and process initiatives. Assist with onboarding and training sales team members and develop and maintain SOPs, process documentation, and training materials. Identify opportunities to improve efficiency, data accuracy, system utilization, communication, and customer experience.

• Professional Communication & Accountability: Communicate clearly and professionally with customers, vendors, sales representatives, and internal teams. Maintain strong organization, accuracy, responsiveness, attention to detail, ownership, and follow-through while managing multiple priorities.

• Additional Responsibilities: Perform other sales, customer service, administrative, reporting, and operational duties as needed to support DAC International's customers and business objectives.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications Desired:

• Minimum 5 years of experience required

• Customer Service & Sales Support: Demonstrated experience supporting customers and sales teams in a fast-paced environment, managing multiple requests and priorities while maintaining strong follow-through.

• Salesforce Experience: Experience in creating reports, building dashboards, and managing quoting processes in Salesforce, or similar CRM System.

• Technical/Manufacturing Environment: Experience working with technical products, equipment, manufacturing, industrial systems, or a similar environment is preferred.

• Quoting & Invoicing: Strong ability to process daily quotes and invoices with accuracy.

• Microsoft Excel Proficiency: Ability to analyze data using pivot tables, formulas, and financial modeling.

• Sales Operations Experience: Background in sales support, analytics, or operations is a plus.

• Attention to Detail: Strong organizational skills with high accuracy in managing sales data.

• Analytical & Accounting Mindset: Ability to interpret financial data, track revenue, and support financial reporting.

• Strong Communication Skills: Ability to collaborate across multiple teams effectively.

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel objects; reach with hands and arms; lift and carry items up to 50 pounds; climb stairs; balance; stoop and/or kneel.

• Work Environment: While performing the duties of this job, the employee will work in an active mechanical assembly shop. The noise level in the work environment can be minimal to high. Safe work practices are always required in accordance with OSHA regulations, Addtronics, LLC safety protocols, and customer safety protocols.

Position Classification

This is a full-time, exempt salaried position. Depending on the needs of the business, the ability to work more than 40 hours/week and/or weekends may be required. Overtime will not be paid for hours worked over 40 hours/week.

Travel

No Travel Required

Benefits & Time Off

We offer a competitive benefits package that may include medical, dental, vision, 401(k), paid time off, paid holidays, and professional development opportunities. Benefits eligibility may vary based on employment status and location. There is Bonus Eligibility.

EEO Statement

It is the policy of Addtronics, LLC to provide equal employment opportunities to all persons. In accordance with anti-discrimination laws, it is the purpose of this policy to effectuate these principles and mandates. Addtronics prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations.