Customer Service Representative

Website FATHOM

FATHOM is looking for a Customer Service Representative to join our Seattle team.  In this role, you will be responsible for supporting our Sales Team to grow new business, maintain and expand current business, and make sure all customers receive the highest customer service experience possible.  Your main focus will be gathering information from customers to create leads and quotes, working with our production center and/or project managers to meet tight deadlines, process orders, and help manage and nurture existing accounts.  You will also be active in the sales process; following-up with customers on quotes, problem solving for customers, and helping close deals.

Another focus of this role is ensuring the Seattle office runs smoothly; ordering supplies, keeping the kitchen stocked, and helping to plan team events.  Someone who is dynamic, resourceful, and committed to providing excellent customer service will thrive in this role.  If you are the type of person who is always raising the bar and trying to better yourself, FATHOM is the place for you.

 

Responsibilities:

  • Be the face of FATHOM – Answer incoming calls, respond to customer requests for quotes,  and greet customers in the office for meetings, to pick-up orders, etc.
  • Learn FATHOM’s capabilities, technologies, materials, and processes; become well-versed in additive manufacturing
  • Educate customers on our offerings and how the technologies work
  • Review CAD for printability and identify potential issues
  • Gather payment and shipping information for orders
  • Offer excellent customer service throughout entire engagement- from quote to project delivery
  • Help “close” deals by following-up on quotes sent to customers
  • Ability to follow-up with customers and problem solve issues for them
  • Warm call campaigns
  • Support/have ownership of team and individual goals
  • Order food/beverages and other office supplies
  • Keep cupboards and refrigerator stocked
  • Plan and coordinate team events

Required Skills:

  • Bachelor’s Degree
  • 1+ years of demonstrated success in a similar role in tech industry
  • Excellent communication, time management and interpersonal skills
  • Strong sense of urgency, multi-tasking, and attention to detail
  • Eagerness to exceed customer expectations
  • Sales experience and interest
  • Microsoft Excel
  • Technical 3D printing knowledge is not a requirement, but you must be passionate about working in 3D printing / additive manufacturing

Preferred (but not required) Skills:

  • Familiar with Salesforce
  • Experience with CAD

We offer our employees a comprehensive benefits package:

  • Paid vacation and sick leave
  • 401(k) retirement plan
  • Medical, vision, and dental insurance

Bonus Points:

  • Casual office environment of serious professionals
  • Team-oriented work space
  • Kitchen stocked with snacks and drinks
  • Company-sponsored team outings
  • Incentive to achieve and maintain a healthy lifestyle

FATHOM is an equal opportunity employer and deeply values diversity at the 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.