Customer Service Representative for 3D Printing
Department: Product
Location: Billerica, MA
About Formlabs:
To reinvent an industry, you have to build the best team. Join Formlabs if you want to join us in our mission to build the tools that make it possible for anyone to bring their ideas to life.
Formlabs is looking for highly motivated individuals to join us as we bring groundbreaking professional 3D printers to every designer, engineer, factory floor, and medical institution worldwide! Companies like Google, Tesla, Gillette, and New Balance rely on the products and services that Formlabs provides, and the list is always growing. Join the exciting 3D printing industry where the possibilities are endless, innovation is at the core of what we do, and we strive to solve unique customer challenges.
Job Summary:
We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to support our 3D printing as a service operation. The CSR will play a vital role in managing customer inquiries, processing orders, coordinating production schedules, and ensuring exceptional client satisfaction in the field of 3D printing and advanced manufacturing.
The Job:
- Customer Support: Serve as the first point of contact for customers, addressing inquiries related to services, products, and order status.
- Order Processing: Manage incoming orders, verify specifications, and coordinate with the production team to ensure timely manufacturing and delivery.
- Technical Assistance: Provide basic guidance on additive manufacturing processes, materials, and design considerations. Escalate complex technical queries and help close the loop with customers.
- Production Coordination: Liaise between customers and production teams to communicate deadlines, material requirements, and special requests.
- Issue Resolution: Handle complaints, troubleshoot order discrepancies, and ensure prompt resolution of customer concerns.
- Sales Support: Assist the sales team in generating quotes, tracking leads, and maintaining strong client relationships.
- Documentation & Reporting: Maintain accurate records of orders, customer interactions, and feedback in CRM systems.
About You:
- Education: High school diploma required; Bachelor’s degree in Business, Engineering, or a related field is a plus.
- Experience: 1-3 years in a customer service role, preferably in manufacturing, 3D printing, or engineering.
- Technical Knowledge: Understanding of Additive Layer Manufacturing, 3D printing technologies, materials, and production or a strong willingness to learn
- Communication Skills: Excellent verbal and written communication skills to interact with clients and internal teams effectively.
- Problem-Solving: Ability to handle customer concerns professionally and find quick resolutions.
- Attention to Detail: Strong organizational skills to manage multiple orders and maintain accurate documentation.
Bonus Skills:
- Software Proficiency: Experience with CRM systems, ERP software, and basic CAD software knowledge is a plus.
Our Benefits & Perks:
- Comprehensive healthcare coverage (Medical, Dental, Vision)
- Low cost fund options in our 401K and access to advisors
- Generous paid Parental Leave (up to 16 weeks)
- Ample on-site parking & pre-tax commuter benefits
- Healthy on-site lunches, snacks, beverages, & treats
- Regular sponsored professional development opportunities
- Many opt-in culture events across our diverse community
- And of course… unlimited 3D prints
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Even if you don’t check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.
To all recruitment agencies: Formlabs does not accept agency resumes. Please do not forward resumes to our jobs alias, Formlabs employees or any other company location. Formlabs is not responsible for any fees related to unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly.
