As a Customer Advocate at Xometry, your day-to-day will include
ensuring a high quality of service is provided to our customers by monitoring timeliness and accuracy of responses to inquiries and issues resolutions.
Monitor all incoming and outbound messages coming in through all support channels
Quickly identify issues that could indicate customer dissatisfaction
Organize cross functional teams to address and resolve issues immediately
Track issues through completion, direct and coordinate actions of team members
Escalate any unresolved issues to management for support
Provide feedback / coaching to Operations Team members on how to improve upon quality of service
Evaluate requests to return merchandise against company policy and provide direction to the service team on how to respond.
Analyze customer feedback data (such as Net Promoter Scores) for trends and organize into reports or feedback to Management, which is in turn used to drive improvement projects.
Create and maintain daily reports and metrics on issues, status, and action items.
Report on weekly, monthly, quarterly, and yearly metrics
Coordinate related meetings, take and distribute notes
Be cognizant of availability of operations PTO/absences and push delegation of tasks to present resources
Be proactive and stay current with all related details and update the team as necessary
Performs all work in compliance with Xometry's quality and safety systems, policies and procedures.
This job might be for you if
Convey a sense of urgency and call others to action
Are comfortable holding others accountable to act quickly, including management
Are comfortable with providing constructive feedback and coaching to others
Have excellent customer service skills, including occasionally speaking with upset customers
Have a high level of attention to detail and great project management skills
Are analytical and are proficient with managing data, creating graphs, working with spreadsheets
Are be able to deliver the message of the customer to all levels and teams
Experience in manufacturing and a technology based company is highly desired
Minimum of 3 years of experience in advanced customer service
Bachelor's degree is preferred
Xometry is the largest marketplace for custom manufacturing, connecting customers with optimal manufacturing solutions through proprietary AI algorithms. Xometry provides on-demand manufacturing services and industrial supply materials to a diverse customer base, ranging from startups to Fortune 100 companies. Our nationwide network of over 3,000 partner manufacturing facilities enables us to maintain consistently fast lead times while offering a broad array of capabilities, including CNC machining, 3D printing, sheet metal fabrication, injection molding, and urethane casting. Xometry's customers include BMW, Dell Technologies, General Electric, and NASA.
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Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.