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 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 Service Manager!

This is a hybrid role being onsite in Maple Plain, MN on Tuesday, Wednesday, and Thursday.

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

What you'll do :

• Management of daily order processing including capacity management, scheduling, prioritization and reporting.
• Manage the performance of the team and team members : both technical and soft skills.
• Hire team members that are aligned with the goals of the team.
• 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 on-boarding 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 Protolabs manufacturing environment
• Other duties as assigned.

What it takes :

What's in it for you?

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.