Customer Service Agent 
Location: US, NY, Long Island City
Employment type: Full-time
Required experience: Associate
Industry: Information Technology and Services
Function: Customer Service
Company profile: Shapeways is the leading 3D printing marketplace and community, empowering designers to bring amazing products to life. By giving anyone the ability to quickly and affordably turn ideas from digital designs into real products, Shapeways is fundamentally changing how products are made and by whom.Through Shapeways, designers gain access to the best industrial 3D printing technology, capable of manufacturing products with complex designs in a wide range of high-quality materials. 3D printing turns raw materials into original products, from wedding rings to rocketships, model trains to iPhone cases, and prototypes to industrial engineering parts. The Shapeways community can sell their products, share ideas, and get feedback from creative consumers and other designers around the world.Headquartered in New York, Shapeways has factories and offices in Eindhoven, Queens, and Seattle. Shapeways is a spin-out of the lifestyle incubator of Royal Philips Electronics, and our investors include Union Square Ventures, Index Ventures, Lux Capital, and Andreessen Horowitz.
Description: In the role of Customer Service Agent, you hold the key to  our customers’ satisfaction. You answer questions regarding our service and 3D printing, help our users to get their 3D models ready for production, and liaise with all internal departments to ensure on time delivery of quality products.Delivering happiness to each and every customer, and consistently exceeding their expectations is more than just a goal, it’s in your DNA.ResponsibilitiesWOW customers and put a smile on their facesAnswer any incoming inquiries, whether it relates to accounts, orders, modelling, quality or materials -- or even if it’s just saying hi to some of our community friendsCoordinate order fulfillment with Supply Chain ManagementEnable customers through handling post-production complaints and quality assuranceInspire through timely and creative resolution,Provide valuable customer feedback to our Product, Marketing, and Supply Chain teams to increase the quality of our website and products
Requirements: Belief in the mission of Shapeways to bring the 3D printing revolution to the world1-2 years in a customer service capacity, experience handling customers via email is highly preferredResourceful problem-solving skills; ability to seek out appropriate points of contact to get clear answers and resolve issuesAble to approach every customer, regardless of their personality or emotional state, with a positive and constructive responseReady for the challenge of working in an ever-changing startup environmentComfortable handling seasonal high-volumeAccountability, proactive nature and committed work ethic100% customer focused attitudeLoves the creativity of our community  (gold stars for existing community members)Proactive, with a high attention to detailAble to work Monday-Friday 2:00pm-10:00pm OR Saturday-Wednesday 9:00am-5:00pmTechnical SkillsExcellent written and verbal communication skillsAbility to type 45+ words per minuteExperience working with Zendesk, #URL_99ff7d831a962ee44e093fdfff5cdcc0598fa3730cb75323d4621f5c1b9d41b6# or similar ticketing tools a plusE-Commerce experience a plusFluent in English, other languages are advantageous though not requiredSkills with 3D CAD software are a plus but not required
Benefits: Why join our team?Shapeways is breaking new ground in the field of 3D printing. With our website and marketplace for designers, our goal is to give everyone access to the revolution of additive manufacturing. This isn’t your typical web business – we have a physical product at the back end. If you’d like to work in a dynamic, collaborative, respectful environment where colleagues share ideas and encourage each other to think creatively, Shapeways is just what you’re looking for. Fun is also part of our DNA – a sense of humor is a must! You’ll also have the coolest desk toys anywhere.Stock options in the companyMedical Benefits (individual at 100%)Vision insurance at a cost to the employee.Dental insurance at a cost to the employee.Flexible Spending AccountCommuter Benefits401(k)Four weeks of PTO (20 days total/year) in addition to national holidaysFive sick days/yearStocked fridge (free food, drinks, beer etc), free lunch at LICWorking with some of the most talented, passionate, creative innovators in NYC. Best culture out there.
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