Customer Service Manager

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 you are valued in the workplace. Do you 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 designers, engineers, developers, and creative thinkers who tackle their 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 they do. It’s our people who fuel our creativity and make our culture feel like home.

Join our team as a Customer Service Manager !

This position is HYBRID role based in Minnesota.

The Customer Service Manager leads a team of Customer Service Professionals who provide Service to both internal and external customers. This role will ensure all job functions of the team are performed accurately and in a timely manner, delivering excellent customer service that bridges the expectation of our customers with the needs of the business. The Customer Service Manager will lead, develop, and motivate the team while meeting performance measures and identifying process improvements, and mitigating risk across the teams.

You will:

• Manage the performance of the team and team members: both technical and soft skills.
• Provide ongoing coaching and training required to perform the duties and to grow and develop.
• Identifying process improvements that enhance the customer experience and/or create operational efficiencies.
• Work closely with sales and other customer service teams to execute strategies and implement initiatives.
• Ownership and execution of all onboarding and training activities
• Maintenance and creation of key operations documents including policies, procedures, and process flows.
• Resolution of customer escalations.
• Communication of operational status to senior leaders, identifying issues and opportunities.
• Work with functional teams to address quality, process, and business issues in the Proto Labs manufacturing environment
• Hire team members that are aligned with the goals of the team.
• Other duties as assigned.

You have:

• High School Diploma or equivalent required, Bachelor's preferred
• Previous people leadership experience, customer service preferred
• 5+ years of customer service experience
• Experience using CRM and Microsoft Office Products
• Proven ability to get positive results from a high-performance team.
• Strong verbal and written communication skills
• Strong interpersonal skills, with an ability to build team rapport and customer trust
• Easily grasp the Protolabs manufacturing and business processes
• Goal-oriented and comfortable with meeting or exceeding clearly defined metrics
• Effective problem-solving skills.
• Strong sense of urgency, attention to detail, and ability to be highly responsive.
• Self-motivated, positive attitude, and able to work independently or in a team environment.
• Receptive to constructive feedback from supervisors, peers, and customers
• Ability to multi-task and prioritize work

What you will get:

• Hyrbrid work!
• We offer a competitive salary and annual bonus opportunity
• In addition, 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, plus Holiday Pay and Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program at a 15% discounted rate
• Matching grants through Protolabs foundation
• And More!

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 Affirmative Action / Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)