What you'll do:
- 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.
What it takes:
- 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.
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
- Proficient in Microsoft products and general computer navigation
- Familiarity with CRM software
- Familiarity with ERP software
- 3-5 years customer service experience in a manufacturing environment
- Strong understanding of logistics and shipping scenarios
- Strong communication and customer relationship skills
- Solid problem-solving skills and resourcefulness
- Ability to adapt quickly to new systems and programs
- College degree (preferred) or related work 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.
