The purpose of this role is to provide outstanding customer service to both our external customers and internal business partners. An in-depth understanding of all CS processes and service lines is required. They are accountable to identify solutions to meet the needs of our customers while minimizing risk to the organization by providing technical support to the Customer Service team which may include answering process questions, mentoring team members, ensuring documentation is accurate and up-to-date, and delivering training as required. Will also serve as an SME for the full CS organization, representing the team for systems releases and large-scale projects/changes.
What You Will Do:
Serves as a subject matter expert for the team:
Collaborate with internal departments; sales, sales management, finance, production and other internal staff to facilitate special and/or unusual requests in order to satisfy customer requests.
Project manage large customer orders, troubleshoot customer needs
Consistently and proactively communicates to stakeholders as well as customers
Creates and sends reporting as required by customers or internal sales partners.
Accountable partnering with cross-functional teams to ensure large customer projects have been successfully implemented and executed (i.e. monitoring customer forecasts, secondary operations, logistical challenges)
Experts in all customer Service processes, standard and complex.
Manages the response in the Ask the Expert Channel: providing answers/direction, looking for triaging and production gaps, and identifying opportunities for process enhancements.
Responsible for updating procedure documents and work flows as new processes are created or existing processes are updated/changed.
Manages customer portals: setting up and maintaining portal access.
Delivers training and delivers on-boarding activities for new employees.
What You Bring:
BA/BS or equivalent experience.
Recommended 3-5 years’ Customer Service experience in a manufacturing environment preferred and/or a minimum of two years Protolabs Customer Service experience.
Strong computer skills (MS Office applications), including experience with CRM and ERP software preferred.
Consistently demonstrates strong attention to detail, initiative, logic, and resourcefulness.
Serves as an agent of change, supporting changes and helping the team navigate through change.
Strong communication skills and ability to work cross-functionally.
Excellent customer relationship management skills, including the ability to successfully manage customer escalations and focus on customer retention.
Strong problem-solving skills with the confidence to seek solutions independently, offering multiple options to resolve issues that advocate both the customer and Protolabs.
Ability and confidence to push back and provide feedback. Advocates for the customer ensuring Customer Service process and Protolabs policy are leveraged.
Ability to mentor and provide clear work direction to coworkers.
What's In It For You:
- We offer a competitive salary and total rewards package
- 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 at least 3 weeks of PTO + Wellness + Holiday Pay + Volunteer Hours
- 401k with company match and immediate vest
- Employee Stock Purchase Program at a discounted rate
- Matching grants through Protolabs foundation
- And More!
Skills Required
- Bachelor’s degree or equivalent experience
- Three to five years of customer service experience in a manufacturing environment, or at least two years of Protolabs customer service experience
- Strong computer skills, including Microsoft Office applications
- Experience with CRM and ERP software
- Strong attention to detail, initiative, logic, and resourcefulness
- Strong communication skills and ability to work cross-functionally
- Customer relationship management skills, including managing escalations and supporting customer retention
- Strong problem-solving skills and ability to independently develop solutions
- Ability to provide feedback and advocate for customers while following company policies
- Ability to mentor coworkers and provide clear work direction
- Eligibility to work under ITAR requirements as a U.S. citizen, lawful permanent resident, refugee, or asylee
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.
