The Customer Support Specialist will be responsible for working with customers across various industries including aerospace, defense, commercial, automotive, industrial, and medical devices to help provide top-tier service on their orders and inquiries.

Responsibilities: 

• Serves the customers and partners through effective communication, troubleshooting, proactive learning, deepening relationships, and advocacy over the phone, chats, and emails while researching and resolving issues and inquiries quickly and accurately
• Maintain the support queue, monitoring ticket levels, cleaning up tickets, and getting the appropriate information from customers to appropriately respond to the customer’s inquiry Communicate and resolve inquiries via phone, chat, and email, escalating issues to the Leadership team when appropriate
• Provide timely updates to customers, and as appropriate, all internal teams on the status of pending support tickets
• Organize and communicate customer feedback to the appropriate internal team customers
• Maintain high service level standards by meeting or exceeding all service level metrics including but not limited to contact center metrics, NPS scores, quality assurance scores, and adherence to schedule
• Serve the needs of the customers and partners by creating alternate solutions that mitigate risk while still meeting their needs
• Ensure an exceptional customer and partner experience by proactively bringing forward customer friction points, continuous improvement ideas, and employee experience suggestions.
• Contribute to the development of Xometry’s culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values
• Consistently focus on personal development by ensuring you are current on all assigned training, continuous improvement methodologies and actively working through a personal development plan that identifies skill gaps

Qualifications: 

• Embody situational adaptability within a high-paced, ever-changing environment through the ability to pick up on situational cues and seamlessly adapt personal, interpersonal, and leadership behavior
• Familiarity with any ticketing system is a plus
• Ability to multitask and work in a fast-paced environment
• Strong listening and organizational skills
• Excellent customer service skills (verbal and written)
• Proven record of satisfying customer needs while maintaining high customer satisfaction
• Undergraduate degree or equivalent experience
• Capable of learning general guidelines for manufacturing in different processes

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