Customer Support Partner II

Protolabs•Maple Plain, MN

11d•Hybrid

About The Position

This role follows a hybrid schedule and is three days in office (Tuesday-Thursday) at our Maple Plain headquarters. The Customer Support Partner II is responsible for providing excellent service to our growing customer base and our internal customers. In addition to executing standard customer service tasks, they will also process complex tasks that require a deeper knowledge of Protolabs services and processes. They may be assigned specific processes or tasks for which they are the subject matter expert as well as some project work.

Requirements

College degree is preferred with related work experience.
Recommended 3-5 years Customer Service experience in a manufacturing environment preferred. (2 years Protolabs experience).
Proficient in Microsoft products and general computer navigation .
Familiar with CRM and ERP software.
Demonstrates attention to detail, initiative, and resourcefulness.
Ability to quickly adapt to new systems and programs.
Strong communication skills.
Excellent customer relationship skills.
Solid problem-solving skills, seek out resources and solutions for consideration.
Flexible and adaptable to change.
Strong understanding of Logistics and different shipping scenarios .
U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status.

Responsibilities

Performs complex customer service tasks with accuracy and efficiency: Understands when, how and who to escalate issues and is considered a subject matter expert.
Collaborates with customers and internal partners to understand customer requests and developing options to meet the requests
Provides timely and accurate information to incoming customer order status and product knowledge requests
Can process complex orders with accuracy
Able to execute standard customer service tasks with proficiency (quality and volume)
Organize and troubleshoot customer requests, meeting customer needs in real-time.
Advocates for Protolabs and is a representative of the company.
Familiar with processes owned by other departments; coordinate and liaison between departments and customer to resolve order issues.
Mentors team members, supporting collective learning and training.
Ownership of learning and personal development, including timely completion of all assigned courses, identification of skill gaps, and staying current on all process/policy changes.
Serves and an SME for specific processes within the organization
Works with moderate supervision.
Other duties as assigned.