Onboarding Specialist - Value Added Services
AppFolio
Customer Service Manager
Protolabs
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $78,300 - $104,400 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- People leadership required, Customer Success/Service experience preferred
- Formal education preferred (BA/BS degree)
- Minimum 5 years of customer service experience
- Experience using CRM and Microsoft Office Products
- People leadership, proven ability to get positive results from a high-performance team.
- Strong verbal and written communication skills
- Strong interpersonal skills, with an ability to build team rapport and customer trust
- Change champion, facilities change supporting team members through the change curve
- Easily grasp the Protolabs manufacturing and business processes
- Goal oriented and comfortable with meeting or exceeding clearly defined metrics
- Effective problem-solving skills.
- Strong sense of urgency, attention to detail and ability to be highly responsive.
- Self-motivated, positive attitude and able to work independently or in a team environment.
- Receptive to constructive feedback from supervisors, peers and customers
- Ability to multi-task and prioritize work
