Customer Success Partner II

Proto Labs; Nashua (NH); Hybrid; USD 44,000 - 59,000; Full time

Benefits offered by this job

3 weeks PTO + Wellness + Holiday Pay +

Volunteer Hours

401k with company match

Employee Stock Purchase Program

Job summary

Proto Labs in Nashua is seeking a Customer Support Partner II to deliver excellent service to our growing customer base and internal teams. The role combines complex tasks with SME responsibilities across Protolabs processes.

The position follows a hybrid schedule (Tue–Thu in the Nashua office) and requires 3–5 years of customer service experience in manufacturing, plus CRM/ERP proficiency and strong communication skills.

Qualifications

• College degree is preferred with related work experience.
• 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.
• Strong communication skills.

Responsibilities

• Performs complex customer service tasks with accuracy and efficiency.
• Understands when, how and who to elevate 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.

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Adaptability

Team collaboration

Education

College degree preferred

Tools

CRM software

ERP software

Microsoft Office

Job description

Be yourself at Protolabs

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.

Why Protolabs?

We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It’s our people who fuel our creativity and make our culture feel like home.

Join our team as a Customer Support Partner II!

This role follows a hybrid schedule and is three days in office (Tuesday-Thursday) at our Nashua location.

The Customer Support Partner II is responsible for providing excellent service to our growing customer base and our internal customers. In addition to executing standard customer servicetasks, they will also process complex tasks that require a deeper knowledge of Protolabs services and processes. They may be assigned specific processes or tasks for which they are the subject matter expert as well as some project work.

What you'll do:

• Performs complex customer service tasks with accuracy and efficiency:
• Understands when, how and who to elevate 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!

$44,100 - $58,800 a year

Protolabs offers a competitive total rewards package, and compensation mix vary based on position, such as base wage, as well as other earnings including incentives and commissions. Actual pay offered will vary depending on multiple factors which may include, without limitation, job function, work experience, specialized skills, training, education, and certifications.

Proto Labs maintains ITAR-compliant operations in all of our United States based facilities. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.

Proto Labs, Inc. is an Equal Opportunity Employer

Physical Demands:

While performing the essential duties of this job, the employee is regularly required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear. The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and/or move up to 25 pounds.

Work Environment:

Indoors (A/C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.