What you'll do:
- Acts as a point of contact for problem solving and order delivery.
- Manages cross-functional relationships, ensuring consistent and coordinated customer response and customer experience.
- Supports the customer through the order lifecycle including oversight of projects as well as the completion of orders and processing.
- Manges and reports on key Customer metrics through a standard scorecard for both internal and external stakeholders.Actively solicits customer feedback; will record, analyze, report on, and address issues that are identified. Changes or remediations should be applied to the all-customer interactions as applicable.
- Develops and maintains project timelines and order processes. Facilitate project scoping and scheduling efforts to determine commitments and timelines driving alignment across stakeholder and delivery teams.
- Use influence to drive results across the multi-functional team. May manage direct and indirect reports in designated departments locally and remotely in a matrix environment.
- Promote cross-functional collaboration.
- Thinks strategically and promote the needs of all customers.
- May support individual customers based on qualification.
- Remains aware of industry trends as they apply to the customer.Represent the core values of Protolabs in all interactions.Promote cross-level and cross-functional collaboration.Proactively identifies and acts on risks and opportunities to enhance the customer experience.
What it takes:
- BA/BS or equivalent experience
- 5 to 8 years of customer service experience, experience in manufacturing preferred but not required.
- Experience managing large scale initiatives and complex orders
- Experience with Customer Relationship Management system.
- Strong negotiation and influencing skills.
- Ability to communicate confidently – both in speaking and in writing – with Colleagues and Customers from all levels of the organization.
- Ability to research and keep informed on industry trends as they apply to the Customer/Customer industry.
- Strong analytical and problem-solving skills
- Thinks strategically.
- Effectively manages and balances multiple priorities.
- Salesforce experience
Preferred Qualifications:
What's in it for you?
- We offer a competitive salary and annual bonus opportunity
- In addition, we offer amazing benefits including but not limited to:
- Health Insurance: Traditional OR High Deductible plan
- Flexible Spending Accounts
- Health Savings Account (including employer contributions)
- Dental and Vision
- Basic and Supplemental Life Insurance
- Short-Term and Long-Term Disability
- Paid caregiver leave
- You will receive 3 weeks of PTO, plus Holiday Pay and Volunteer Hours
- 401k with company match and immediate vest
- Employee Stock Purchase Program at a 15% discounted rate
- Matching grants through Protolabs foundation
- And More!
Skills Required
- BA/BS or equivalent experience
- 5 to 8 years of customer service experience
- Experience managing large scale initiatives and complex orders
- Experience with Customer Relationship Management system
- Strong negotiation and influencing skills
- Ability to communicate confidently in speaking and writing with all levels
- Ability to research and keep informed on industry trends relevant to customers
- Strong analytical and problem-solving skills
- Strategic thinking
- Ability to effectively manage and balance multiple priorities
- Experience in manufacturing
- Salesforce experience
Protolabs Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Protolabs and has not been reviewed or approved by Protolabs.
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Healthcare Strength — Medical, dental, and vision options are broadly available and described as good to excellent. Additional protections like short- and long-term disability and life insurance bolster the overall package.
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Leave & Time Off Breadth — A starting PTO allotment plus paid holidays, along with added wellness and volunteer time, is emphasized, with some roles noting PTO growth over tenure. Paid caregiver leave appears in postings and supports flexibility for life events.
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Retirement Support — A 401(k) with company match and immediate vesting is offered, supporting long-term savings. This foundation is frequently cited alongside core financial benefits as a strong element of total rewards.
Protolabs Insights
What We Do
Protolabs is the world's fastest digital manufacturing source for rapid prototyping and on-demand production. The technology-enabled company produces custom parts and assemblies in as fast as 1 day with automated 3D printing, CNC machining, sheet metal fabrication, and injection molding processes. Our digital approach to manufacturing enables accelerated time to market, reduces development and production costs, and minimizes risk throughout the product life cycle. 3D Printing Our 3D printing service offers a wide selection of materials and technologies to create prototypes and end-use parts with complex geometries and detailed features. With tight process controls, careful design reviews, and extensive quality monitoring, we ensure precise and repeatable 3D-printed parts, every time. CNC Machining We use 3- and 5-axis milling along with turning to machine parts from commercial-grade plastics and metals. Our online quoting system and automated manufacturing process enable us to ship parts within 24 hours, helping customers accelerate development and reduce time to market. Sheet Metal Fabrication Protolabs is an industry leader in quick-turn sheet metal parts for both prototyping and low-volume production. Our digital approach to manufacturing enables us to fabricate sheet metal parts in as fast as 5 days. Additionally, we can support our customers’ development efforts with component assemblies, several finish options, and screen printing. Injection Molding Our injection molding service offers two options—prototyping and on-demand manufacturing—which provide customers a tooling solution that aligns with their project’s requirements. It’s used for quick-turn prototyping, bridge tooling, and low-volume production of up to 10,000+ parts in 15 days or less.
