Customer Service & Operations Specialist

About Formlabs:

Do you want to change how the world creates

At Formlabs were building the tools that make it possible for anyone to bring their ideas to life from cutting-edge products to life-saving medical devices. Our 3D printing technology powers innovation at more than 50000 industry leaders worldwide including Apple Google Tesla New Balance and NASA. Together were helping everyone design prototype and manufacture faster than ever before.

Were a team of hands-on builders engineers and innovators reinventing how the world makes physical things. If youre ready to shape the future of fabrication come build it with us.

Summary

Were looking for an organized systems-minded Customer Service & Operations Specialist to serve as the primary point of contact for our customers and the engine behind our order management this role you will own customer communication across phone email and live chat ensuring every interaction is seamless. You will spend the majority of your time navigating our internal order management systems processing requests and resolving account issues. As supporting pieces of the role you will also assist with general office administration and assist with physical order packing when needed.

As a Customer Service & Operations Specialist your main objective is to provide elite front-line support and maintain impeccable data inside our order systems. You will handle everything from tracking inquiries and order modifications to technical billing questions with speed and clarity. Beyond daily communication and system management you will keep the office running smoothly by handling assorted administrative tasks. While we have dedicated workflows for logistics you will occasionally roll up your sleeves to assist with packing and shipping during peak times or to cross-train. This is a full-time hourly role for a tech-savvy communicator who thrives on organization and digital problem-solving.

• Customer Communication: Deliver empathetic efficient and accurate support to customers via phone email and live chat.
• Systems & Order Management: Manage the daily digital order queue processing modifications cancellations returns and tracking updates within our software.
• Office Administration: Provide general administrative support including managing office correspondence ordering supplies and helping coordinate team logistics.
• Fulfillment Support: Assist with physical picking packing and shipping of customer orders on an as-needed basis during peak periods or staff shortages.
• Cross-Functional Collaboration: Partner with production and operations leadership to flag order anomalies system bugs or recurring customer feedback.
• Data Integrity: Maintain accurate organized information customer profiles and documentation histories within our reporting helpdesk and ERP tools.

• Prior experience in digital customer service helpdesk support account coordination or office administration.
• Highly tech-savvy with a proven ability to quickly master complex software order management systems and helpdesk tools (e.g. Zendesk Shopify HubSpot or similar).
• Exceptional written and verbal communication skills; comfortable seamlessly switching between phone conversations and live chat queues.
• Strong organizational skills and an eye for detailyou notice the small discrepancies in a digital order file before they cause a real-world problem.
• A proactive self-starting mindset capable of balancing daily communication queues with ongoing administrative tasks.
• Experience with 3d printing or other forms of on-demand manufacturing are a plus

• Primarily a standard office and desk environment utilizing computers and phone systems.
• Occasional movement standing and lifting (up to 30 pounds) when assisting with office inventory or physical fulfillment support.

• Comprehensive Healthcare Benefits through UMR (United Healthcare Provider Network)
• Vision and Dental included
• FSA/HSA options
• PTO accrual starting on day oneup to 3 weeks (120 hours) per year
• Commuter Benefits
• Fertility Benefits and Parental Leave
• Fitness and Wellness Perks
• Financial Planning and 401(k)
• Free lunch 3x/week and snacks always stocked
• Unlimited 3D printing for personal use

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 dont meet every requirement we encourage you to apply. Were building a team of people who take pride in their work and want to be part of something exciting.

To all recruitment agencies: Form Now does not accept agency resumes. Please do not send resumes to our jobs email employees or any company location. We are not responsible for fees related to unsolicited resumes which will be treated as company property.