Customer Service Specialist - Full Time

opulo; Pittsburgh (Allegheny County); Hybrid; USD 48,000 - 53,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

Flexible PTO

Prototyping shop access

Company events

Impact on manufacturing

Base pay: $48,000–$53,000

Job summary

Opulo in Pittsburgh, PA is seeking a Customer Service Specialist to support customers assembling and operating our pick and place machine. You will monitor field issues to help prioritize engineering work and assist prospective customers in selecting hardware for their projects.

The role requires 1+ year of hardware-related customer service, strong communication skills, and a willingness to wear many hats in a small, fast-growing team. Hybrid work in-office in Pittsburgh, PA.

Qualifications

• 1+ years of customer service for a hardware product.
• Ability to communicate technical information clearly and concisely.
• Willingness to wear many hats in a small, fast-growing team.

Responsibilities

• Help customers with assembling or operating their machine.
• Answer questions about shipping timelines and process returns/refunds.
• Monitor and track field issues and advise on prioritization for engineering.
• Record and update issue status and manage quotes for prospective customers.
• Be active in the community (Discord) to spot issues and suggest improvements.

Skills

Customer service

Clear communication

Education

STEM degree

Tools

CNC machine experience

Shopify/WooCommerce

HubSpot

Zendesk

Job description

What we're building

Our vision is to make it easy and accessible to manufacture a product. We're starting with a desktop Pick and Place machine, used to assemble electronic components onto circuit boards.

Existing Pick and Place machines are expensive and can require high-pressure air and three phase power. Some only accept job files on a floppy disk. Traditionally, Pick and Place machines have only been used by large companies with factory space, so that's how they're designed.

But they don't need to be this way. Our machines facilitate mid-scale manufacturing, where you make your product at a moderate scale before making the risky and expensive jump to a factory contract. With our hardware, anyone can do a production run of their product in-house.

What we're looking for

We're looking for someone that is excited by our vision, has experience supporting hardware, and is ready to wear a lot of hats. We'rea small team growing quickly. There will be constant opportunity to take on new responsibilities and have serious impact on the direction of the company.

You will be responsible for customer service at Opulo. You will help our customers both assemble and operate their pick and place machine. You'll help monitor and keep track of any issues are experiencing so that our engineering team can prioritize what to work on. You'll also help prospective customers determine what hardware is right for them based on their project requirements. If you're excited at the idea of wearing many hats and enjoy taking ownership, we want you at Opulo as a Customer Service Specialist.

This role is hybrid and requires you to be in our Pittsburgh, PA office on a regular basis.

Core Responsibilities

• Help customers with questions regarding assembling or operating their machine
• Answer questions about shipping timelines, help process returns or refunds
• Monitor and track issues in the field and advise on what issues need to be prioritized
• Record and update issue status
• Help prospective customers determine what hardware best suites their needs
• Generate and manage quotes for prospective customers
• Be on top of our community in Discord, helping spot issues and identify areas for improvement
• Willingness and ability to adapt to an evolving work environment within a young company
• Ability to resolve problems independently when appropriate
• Manage and record information according to company standards

Basic Qualifications

• Are excited to work for a young, fast growing company where things are never boring
• Have experience with any type of CNC machine before (3D printer, laser cutter, CNC Mill, etc.)
• Can communicate technical information clearly and concisely
• 1+ years of customer service for a hardware product

Bonus Qualifications

• Experience with ecommerce tools such as Shopify, WooCommerce, etc.
• Experience with CRM software like HubSpot or Zendesk
• Experience with electronics, and related manufacturing process
• STEM degree
• Knowledge of a foreign language - Chinese or German especially

What we value

We value these above all else:

• Mission - keeping our customers and builders in mind
• Pragmatism - making the most effective decision with the resources available
• Agency - taking total ownership of your tasks, and finding a solution regardless of roadblocks
• Kindness - showing compassion to our colleagues, customers, community members, and ourselves

Perks and Benefits

• Comprehensive Health,Dental, and Vision insurance
• Flexible PTO plan
• Full access to our prototyping shop, machines, and video equipment
• Many opt-in events and company socials
• An opportunity to have a significant impact on manufacturing
• The annual base pay range for this role is $48,000-$53,000USD

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 in some way,