FN - Customer Service & Operations Specialist
About The Position
Formlabs is seeking an organized, systems-minded Customer Service & Operations Specialist to serve as the primary point of contact for customers and the engine behind order management workflows. This role involves owning customer communication across phone, email, and live chat, ensuring seamless interactions. The majority of the time will be spent navigating internal order management systems, processing requests, and resolving account issues. Supporting duties include general office administration and occasional physical order packing. This is a full-time, hourly role for a tech-savvy communicator who thrives on organization and digital problem-solving.
Requirements
- Prior experience in digital customer service, helpdesk support, account coordination, or office administration.
- Highly tech-savvy with a proven ability to quickly master complex software, order management systems, and helpdesk tools (e.g., Zendesk, Shopify, HubSpot, or similar).
- Exceptional written and verbal communication skills; comfortable seamlessly switching between phone conversations and live chat queues.
- Strong organizational skills and an eye for detail—you notice the small discrepancies in a digital order file before they cause a real-world problem.
- A proactive, self-starting mindset capable of balancing daily communication queues with ongoing administrative tasks.
Nice To Haves
- Experience with 3d printing, or other forms of on-demand manufacturing are a plus
Responsibilities
- Deliver empathetic, efficient, and accurate support to customers via phone, email, and live chat.
- Manage the daily digital order queue, processing modifications, cancellations, returns, and tracking updates within our software.
- Provide general administrative support, including managing office correspondence, ordering supplies, and helping coordinate team logistics.
- Assist with physical picking, packing, and shipping of customer orders on an as-needed basis during peak periods or staff shortages.
- Partner with production and operations leadership to flag order anomalies, system bugs, or recurring customer feedback.
- Maintain accurate, organized information, customer profiles, and documentation histories within our reporting, helpdesk, and ERP tools.
Benefits
- Comprehensive Healthcare Benefits through UMR (United Healthcare Provider Network)
- Vision and Dental included
- FSA/HSA options
- PTO accrual starting on day one—up to 3 weeks (120 hours) per year
- Commuter Benefits
- Fertility Benefits and Parental Leave
- Fitness and Wellness Perks
- Financial Planning and 401(k)
- Free lunch 3x/week and snacks always stocked
- Unlimited 3D printing for personal use
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
