Customer Success Partner II

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!