Be yourself at Protolabs
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.
Why Protolabs?
We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It’s our people who fuel our creativity and make our culture feel like home.
What you'll do:
- Own all aspect of order management and order processing via the Grow & Expand queue in Salesforce.
- Focus on primary language before supporting other languages
- Proactively following up daily to resolve all issues that may create a delay in processing or manufacturing a customer’s order
- Support Customer Success Project Managers on projects related to a managed order
- Handle customer correspondence via all methods of communication, phone, email and CRM
- Support Grow & Expand Sales by handling all customer interactions after the order is placed
- Work with customers to resolve any customer issues e.g. late orders, pricing/PO discrepancies and follow up on material and inserts
- Work with manufacturing teams when required to escalate or understand any possible issues that may arise causing a delay to an order
- Collaborate with other departments to resolve post sales issues in order to create a positive customer journey, supporting growth and expansion
- Liaison between departments and regions to resolve post sales issues
- Other Customer Service tasks as assigned (e.g. support other CS queues, Customer Service complaints, reception as a back-up (NER), SOV, complete all mandatory Learn training) or has a specialist area
What it takes:
- 6 months - 1 year of experience in a customer facing role
- Time Management: Efficiently manage multiple customer interactions and ensure prompt resolution of issues.
- Adhere to Procedure: Must also be able to stick to procedures.
- Cultural Sensitivity: Demonstrates respect and adaptability when working with global customers and teams, effectively navigating cultural differences to build strong relationships.
- A desire to ensure our customers have the best possible experience when manufacturing parts with us
- Attention to detail: The ability to focus on all areas of a task, no matter how small.
- Fluent in English written and spoken
- Ideally German any other European languages desired
What's in it for you:
- Part of our journey is clearly down to our amazing team, and we strongly believe in giving people a space to truly, authentically be themselves. We also believe that treating our employees well and sprinkling a great place to work with some nice perks can make work a little sweeter
- Annual company bonus. We celebrate success together! Employees are not only rewarded for their achievements but also for contributing to the overall success of the business
- Flexible and hybrid working arrangements! (we try to accommodate where it’s possible, so feel free to ask us more about this)
- Wellness and well-being with access to OpenUp psychologists
- Dog friendly office
- Daily Lunch and snacks are provided in the office; it's a moment for our teams to connect and recharge. Shared meals strengthen our bonds and fuel collaboration.
- We offer great opportunities for learning and development, including access to external educational events & trainings, access to our inhouse LEARN platform with diverse courses, training, and workshops, and various opportunities for you to develop your skills
- Monthly €15 voucher through Alleo with discounts on fitness, food stores, electronics and more
- Regular team events & socials
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