Are you passionate about customer service and helping people solve problems? Do you thrive in a fast-paced environment and enjoy working collaboratively? If so, then the Customer Advocate role at Xometry might be the perfect fit for you! In this role, you'll be critical in ensuring our customers and partners have a positive experience by providing exceptional support and coordinating issue resolution.
This role is responsible for reviewing and resolving customer complaints related to received orders, ensuring issues are addressed promptly and effectively. It requires strong critical thinking, analytical skills, and the ability to communicate clearly with both internal and external stakeholders. The ideal candidate will be highly organized, customer-focused, and skilled in creative problem-solving to restore customer trust and satisfaction. The goal is to quickly resolve issues while maintaining and strengthening customer relationships.
Responsibilities:
- Coordinate issue resolution from start to finish, working with customers, partners, and internal teams.
- Monitor all support channels to identify and address customer and partner concerns promptly.
- Organize cross-functional teams to tackle issues and ensure immediate resolution.
- Escalate unresolved issues to management for further support.
- Create and maintain daily reports on issues, status updates, and action items.
- Analyze customer and partner feedback data to identify trends and generate reports.
- Track, report on, and lead daily communications for RMAs and NPS.
- Stay informed about team member availability and proactively delegate tasks.
- Proactively keep the team updated on all relevant details.
- Ensure adherence to Xometry's quality and safety protocols.
Qualifications:
- You thrive in a fast-paced environment and enjoy multitasking.
- You have excellent investigative skills and a knack for problem-solving.
- You can confidently hold others accountable for timely action, including management.
- You possess exceptional customer service skills, including de-escalating upset customers.
- You have a keen eye for detail and ensure accuracy in your work.
- You can effectively communicate customer needs to all levels and teams.
- (Preferred) Experience in manufacturing and a technology-based company.
- Minimum 2 years of experience in advanced customer service.
- College degree or equivalent experience.
Bonus Points For:
- Experience with Xometry's platform and services.
- Familiarity with quality and safety procedures in manufacturing.
- Experience with data analysis tools.
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