Customer Care Coordinator

Stratasys is a world leader in 3D printing!

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

Stratasys Direct Manufacturing (SDM) is seeking a Customer Care Coordinator to support seamless customer interactions and internal operations. This role focuses on pre-qualifying opportunities, coordinating with the Fulfillment team, and ensuring efficient communication between customers and internal departments. The Coordinator also provides support to Accounting, Marketing, Fulfillment, and Sales, helping drive SDM’s customer-focused mission and operational success.

What you will be doing:

• Verify daily reports to ensure the timely processing and readiness of online orders for shipment
• Ensure customers provide accurate data for the Fulfillment Services Team to generate quotes
• Aid sales team members in transferring quote requests to qualified engineers. • Forward Purchase Orders from customers or sales to fulfillment
• Triage data packages, follow the POD structure to route requests to the Fulfillment team, and handle technical questions by reaching out to subject matter experts
• Manage the RFQ Bin for RapidQuotes, RapidOrders, Secure File Uploads, Contact an Engineer web link, and Automated web orders (P Orders)
• Forward orders/requests for Stratasys’ 3D printing materials or machine inquiries
• Contact the Business Systems team for web or program issues
• Check the PE calendar daily for reference
• Create and sign-off on NCRs related to Xometry and Automated web orders
• Use SalesForce for tasks such as adding contacts, accounts, converting leads, and assigning PEForce cases
• Assist in routing, triaging, and communicating NDA requests between customers and the legal team
• Act as the company’s primary point of contact for managing and triaging all internal and external requests from various departments
• Ensure prompt acknowledgment and warm transfer of all customer inquiries via phone calls, chat, RFQ bin/PEforce, and Online Quoting portals to the appropriate party
• Handle diverse customer calls, questions, voicemails, and call-back requests with efficiency
• Support live chat interactions for SDM customers
• Collaborate with customers to align their requirements with SDM production capabilities
• Proactively identify, resolve, or escalate any disputes that may arise between SDM and its customers; understand the capabilities and offerings of SDM to convey those effectively to customers
• Serve as a back-up to the Sr. Customer Care Coordinator during their absence
• Assist in communication with manufacturing and customers concerning file reviews, order issues, shipping delays, poor material selection, lead time delays, non-conformities, etc.
• Process Xometry orders, including preparing quotes, orders, and shipments through the Xometry portal, IQS, and SolidJobs
• Contribute to process improvement efforts
• Follow all company safety policies and procedures
• Attend all required company training
• Demonstrate commitments to Stratasys Behaviors by leading, acting, and modeling these values
• Other Responsibilities as assigned by the department or manager

Must have for this role:

As a part of Stratasys, this position requires access to information and/or technology controlled under the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR).  The successful candidate must be a U.S. Citizen, lawful permanent resident of the U.S. (or, green card holder), a protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. 

• High School Diploma or equivalent
• Minimum of 2 year of related experience in a customer-facing role or in manufacturing operations
• Demonstrate self-motivation and effectiveness in project work with minimal supervision
• Possess strong verbal and written communication skills, maintaining positive working relationships with internal and external stakeholders
• Embrace a customer-focused attitude, with a heightened sense of urgency and attention to detail in managing processes and machine-related issues

Nice to have:

• A good understanding of or experience with manufacturing processes, especially high requirement custom manufacturing
• Thorough understanding of internal CRM databases, Salesforce and Microsoft Office products i.e.; Word, Excel, Outlook, Teams

Travel required: 10%, domestic travel 

What​ ​you​ ​will​ ​be​ ​part​ ​of:

• Company Overview Click here
• Our Culture and Values Click here
• Our Sustainability “3D Printing a Better Tomorrow” Click here
• Our Locations Click here
• Check out our video!

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Stratasys will provide reasonable accommodations for qualified individuals with disabilities. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Stratasys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their protected Veteran or disabled status and will not be discriminated against for their race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law. Please view Equal Employment Opportunity Posters provided by OFCCP here.