Interacting by phone and e-mail with customers to provide and process information in response to orders, inquiries, concerns and requests about our services. You are also the go-to person inside the company for your geographic regions outside sales people, assisting and supporting them as required. Liaison with other departments such as engineering and estimating to resolve customer requests and in general, own the business side of the customer relationship as well as act as the primary customer advocate.
This position is for the hours of 11:00-8:00 Monday through Friday.
Specific duties include:
Interact directly with customers primarily by telephone and e-mail
Respond promptly to customer inquiries
Handle and quickly resolve customer complaints (not many but they do occur)
Obtain and evaluate all relevant information to handle product and service inquiries
Setup new customer accounts
Process orders, forms, applications and requests for terms
Direct requests and unresolved issues to the appropriate resource
Keep records of customer interactions and transactions
Record details of inquiries, comments and complaints
Communicate and coordinate with internal departments
Follow up on customer interactions
Provide feedback on the efficiency of the customer service process
Education and Experience
High school diploma, general education degree or equivalent
Excellent knowledge of customer service principles and practices
Strong computer skills Microsoft Office, Excel spreadsheets
Knowledge of administrative procedures
Able to gain product knowledge
Ability to influence and persuade customers
Excellent problem-solving skills.
Articulate communicator and ability to interpret and explain written and statistical data to a wide range of audiences.
High standard of attention to detail.
Solid commitment and sense of urgency to customer service.
Ability to manage time and prioritize work in an effective manner.
Highly developed, demonstrated teamwork skills.
Demonstrates a high degree of confidentiality.
Adaptability and Initiative
Intermediate level of Microsoft Suite (Outlook, Excel)
Associates degree in Business Administration, or related field.
5+ years of customer service experience, manufacturing environment is a plus
All Proto Labs facilities in the United States are ITAR-compliant operations. Due to ITAR regulations, Proto Labs is only able to employ U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire.
Proto Labs, Inc. is an Affirmative Action / Equal Opportunity Employer