Xometry
Customer Support Specialist
Xometry, Lexington, Kentucky, us, 40598
Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.
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.
We have openings in Lexington, KY. Saturday work will be required once every 2 months.
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 accuratelyMaintain 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 appropriateProvide timely updates to customers, and as appropriate, all internal teams on the status of pending support ticketsOrganize and communicate customer feedback to the appropriate internal team customersMaintain 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 scheduleServe the needs of the customers and partners by creating alternate solutions that mitigate risk while still meeting their needsEnsure 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 ValuesConsistently 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 gapsQualifications:
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 behaviorFamiliarity with any ticketing system is a plusAbility to multitask and work in a fast-paced environmentStrong listening and organizational skillsExcellent customer service skills (verbal and written)Proven record of satisfying customer needs while maintaining high customer satisfactionUndergraduate degree or equivalent experienceCapable of learning general guidelines for manufacturing in different processes
#LI-Hybrid
Here at Xometry we believe in diversity, equity, inclusion and belonging. We are committed to welcoming, respecting, and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.
Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
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.
We have openings in Lexington, KY. Saturday work will be required once every 2 months.
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 accuratelyMaintain 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 appropriateProvide timely updates to customers, and as appropriate, all internal teams on the status of pending support ticketsOrganize and communicate customer feedback to the appropriate internal team customersMaintain 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 scheduleServe the needs of the customers and partners by creating alternate solutions that mitigate risk while still meeting their needsEnsure 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 ValuesConsistently 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 gapsQualifications:
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 behaviorFamiliarity with any ticketing system is a plusAbility to multitask and work in a fast-paced environmentStrong listening and organizational skillsExcellent customer service skills (verbal and written)Proven record of satisfying customer needs while maintaining high customer satisfactionUndergraduate degree or equivalent experienceCapable of learning general guidelines for manufacturing in different processes
#LI-Hybrid
Here at Xometry we believe in diversity, equity, inclusion and belonging. We are committed to welcoming, respecting, and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.
Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.