Customer Success Representative

Customer Success Representative

Company History:

Fathom is one of the largest digital manufacturing platforms offering on-demand manufacturing in North America. With more than 90 large-platform industrial-grade 3D printing machines and a national footprint with more than 500,000 square feet of manufacturing capacity across 10 facilities, Fathom seamlessly blends in-house capabilities across plastic and metal additive technologies, CNC machining, injection molding & tooling, urethane casting, sheet metal fabrication, and design and engineering.

With over 50 years of industry experience, Fathom is at the forefront of the industry 4.0 digital manufacturing revolution serving clients in the technology, defense, aerospace, medical, automotive and IOT sectors. Fathom's extensive certifications include ISO 9001:2015, ISO 9001:2015 Design, ISO 13485:2016, AS9100:2016, NIST 800-171 and ITAR.

Customer Success Representative Position Summary:

This position is responsible for the commercial aspects of order entry, customer PO review, new customer onboarding, and establishing relationships with our customers to provide excellent commercial support to them.

Customer Success Representative Key Responsibilities or Essential Functions

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

• Confirm pricing and delivery of repeat production orders

• Review new part purchase orders for all correct commercial information and contact customer to correct if necessary.

• Provide order updates to customers and account managers as required.

• Manage customer order changes and notify engineering and production as necessary.

• Process intercompany orders.

• Field incoming customer calls and answer questions directly or contact other resources to provide answers.

• Work with accounting team to resolve billing issues.

• Perform new customer on-boarding to ensure all necessary commercial documentation is in order.

Customer Success Representative Preferred/Required Education and Experience

• Minimum 5 years of previous customer service experience, preferably in a manufacturing environment.

Customer Success Representative Required Skills/Abilities:

• Good working knowledge of Microsoft Office products.

• Experience working in manufacturing ERP systems

• Excellent customer verbal and written communication skills

• Excellent organizational skills and ability to manage and prioritize multiple projects in a fast-paced environment.

• Excellent problem-solving skills

Customer Success Representative Embody Fathom's core values:

• Focus on excellence: Foster a culture of continuous improvement dedicated to safety, quality, productivity, and on-time delivery.

• Transform manufacturing: Reimagine the future of manufacturing by leveraging our collective expertise and breadth of capabilities.

• Own your part: Be accountable to yourself, your team, and our customers.

• Add value together: Achieve success through teamwork and a shared commitment to exceed stakeholder expectations.

• Honor our differences: Show up for each other and our communities by consistently amplifying the individual backgrounds, cultures, and experience of our team.

• Make the complex simple: Approach challenges with creativity and deliver innovative outcomes.

Hours: Monday - Friday 8a.m.-5p.m.

Equal Opportunity Employer/Veterans/Disabled

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.