Protolabs

Customer Support

• Management of daily order processing including capacity management, scheduling, prioritization and reporting.
• Manage the performance of the team and team members: both technical and soft skills.
• Hire team members that are aligned with the goals of the team.
• Provide ongoing coaching and training required to perform the duties and to grow and develop.
• Identifying process improvements that enhance the customer experience and/or create operational efficiencies.
• Work closely with sales and other customer service teams to execute strategies and implement initiatives.
• Ownership and execution of all on-boarding and training activities
• Maintenance and creation of key operations documents including policies, procedures, and process flows.
• Resolution of customer escalations.
• Communication of operational status to senior leaders, identifying issues and opportunities.
• Work with functional teams to address quality, process and business issues in the Protolabs manufacturing environment
• Other duties as assigned.

Customer Service Manager

Customer Success Manager

• Verify the accuracy of customer purchase orders
• Enter customer orders and understand all aspects of the order process and workflow
• Reconcile and verify customer payments for open orders
• Serve as a key liaison between departments to ensure customer issues are communicated and escalated appropriately
• Maintain customer database accuracy with the assistance of the Customer Service Coordinator
• Process incoming customer inquiries and triage appropriately within the organization
• Handle customer correspondence via phone and email and work with customers to resolve customer questions and concerns
• Assist in maintaining team metrics
• Perform other related duties as assigned.

Customer Service Manager

Customer Success Partner