Job Description

PROTOTEK

Not just a job, we build CAREERS!

We are currently seeking to add the following:

Customer Support Specialist Level 2

Founded in 1987 and located in Contoocook New Hampshire just west of Concord NH.

We are a precision sheet metal fabrication and CNC machining one-stop-shop. A leader in rapid prototyping and short-run production, we have two facilities located in Contoocook-New Hampshire as well as additional facilities and capabilities in California, Wisconsin, Pennsylvania and Colorado.

We are a company that values and takes pride in every member of our team.

Would you like to work in a fast paced, team orientated, manufacturing environment, with unlimited opportunities for personal growth?

If yes, PROTOTEK may be a great fit for you.

Customer Support Specialist Level 2

Job Summary: The Customer Support Specialist Level 2 provides quality service while responding to customer inquiries in a courteous and professional manner. This person has mastered the skills as a Customer Support Specialist Level 1 and works closer with the different facilities and processing customer returns.

ESSENTIAL FUNCTIONS:

• Answer and field all incoming calls
• Accurately relay customer requirements internally
• Appropriately handle escalated customer issues/cases
• Coordinate and work closely with production teams to ensure customer needs are met
• Navigate Mie Trak to:

• Track work orders
• Look up intercompany POs and through job routing determine what facility is a customer order is being manufactured in
• Retrieve shipment tracking information
• Enter and/or update customer account information
• Retrieve copies of customer invoices and packing slips
• Cancel and/or pull in customer orders
• Send Delayed Delivery notifications
• Navigate Salesforce by:

• Logging emails
• Logging calls
• Create, maintain and see through to resolution customer cases
• Process customer orders which includes collecting files, reviewing PO terms & conditions, identifying quality and regulatory order requirements and ensuring all order information is relayed to work order and production teams
• Create RMAs and provide return instructions to customers
• Pull and send out nightly totals email
• Perform other duties as assigned.

We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender, gender identity, veteran status, disability, or any other protected class.

EEO is The Law - click here for more information:

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 603-746-2001 or email us: . You may also write to us and we will be happy to assist you with the application: Prototek, 205 Pine St., Hopkinton, NH 03229

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Prototek Sheetmetal Fabrication, LLC