Customer Care Representative

Summary

Join MacroFab, a rapidly growing electronics manufacturer, as a Customer Service Representative. You will provide effective and professional communication and assistance to customers via email and phone, acting as a product expert for the MacroFab platform. This role involves resolving customer issues, providing onboarding and training, and managing orders. You will need excellent communication and computer skills, along with experience in a fast-paced environment. While experience with Salesforce and Jira, or PCB design/manufacturing is a plus, MacroFab encourages applications even if you don't meet all requirements. The company values customer focus, ownership, high performance, teamwork, and proactive action.

Requirements

• Has experience within a fast paced environment
• Has excellent written and verbal communication skills
• Has intermediate computer skills including software technical support supporting software platforms for both internal and external users
• Maintain a positive, friendly, and helpful demeanor with every interaction
• Has empathy and understands what it takes to provide an excellent customer experience

Responsibilities

• Engage customers via phone and email to resolve customer issues which will include providing onboarding and product training for the MacroFab platform
• Quickly and thoroughly solve problems for customers when an order, transaction, or experience doesn't go as planned
• Develop a thorough knowledge of our online platform in order to help customers find the right solution and to address issues relating to their design or orders
• Quickly and professionally handle support tickets
• Manage orders as they move through the stages from when paid to completed
• Strive to understand the customer's situation and recognize the customer’s needs
• Maintain a high level of knowledge of the MacroFab Platform and product knowledge with the ability to train others in the use of the MacroFab Platform
• Provide quality service that will exceed customer expectations
• Accurately document customer interactions within the appropriate systems
• Apply techniques offered in training and ongoing coaching for continuous improvement towards performance targets

Preferred Qualifications

• Has experience with Sales Force and Jira
• Has experience in PCB design or manufacturing