Customer Phone Support Agent

As a Customer Phone Support Agent, you will serve as a primary point of contact for customers by phone, providing timely and accurate assistance throughout the customer and order lifecycle. You will help customers with technical and manufacturing questions, recommend materials and processes, and provide clear communication and support consistently. Working within established processes and guidelines, you will use your technical manufacturing knowledge and customer service skills to resolve routine customer needs accurately and efficiently. This role requires strong communication, active listening, problem-solving, and the ability to provide clear technical guidance in a fast-paced phone environment. During periods of low inbound call volume, Phone Support Agents will work other duties as assigned. Phone support remains the primary responsibility of the role.

Why SendCutSend?

SendCutSend is an on-demand manufacturing company specializing in custom sheet metal and CNC machining. We serve more than 150,000 engineers, fabricators, and businesses across the U.S. and Canada. We operate out of seven facilities located in Nevada, Kentucky, Texas, and Pennsylvania. 

Our business is built on reliability, accountability, quality, and constant improvement. Everyone here plays a real role in our success. We value people who are collaborative, innovative, and committed to detailed high-quality work. We’re scaling fast and building the future of manufacturing. If you’re excited to join the team and grow with us, we want to hear from you!

What you’ll do

• Review customer drawings, specifications, and requirements to ensure alignment with production capabilities
• Resolve customer issues within established processes and approval guidelines, escalating issues appropriately when they fall outside established procedures, authority, or knowledge
• Maintain ownership of customer interactions through resolution or appropriate escalation and clearly communicate next steps and expectations
• Document customer interactions accurately within internal systems to ensure seamless follow through and visibility across teams
• Collaborate with Customer Support and internal teams to resolve customer questions and order issues when additional assistance is needed
• Develop and maintain strong working knowledge of SendCutSend capabilities, materials, processes, and guidelines
• Identify recurring customer questions, issues, or knowledge gaps and communicate them to the appropriate Phone Support leadership
• Resolve technical questions and order issues that arise during production, escalating issues appropriately when they fall outside established processes or areas of expertise
• Consistently meet established quality, productivity, documentation, and customer service expectations

Minimum Qualifications

• Minimum 1 year of experience in a customer service, technical support, manufacturing, fabrication, or similar environment
• Strong verbal and written communication skills in English
• Comfortable providing live customer support by phone in a fast-paced environment
• Ability to explain technical information and processes clearly to customers with varying levels of experience
• Ability to learn and apply SendCutSend processes, capabilities, materials, manufacturing guidelines, and support procedures
• Ability to use established processes, resources, and guidelines to resolve customer issues accurately and consistently
• Comfortable using multiple computer systems and learning proprietary software
• Strong organizational and documentation skills, with the ability to accurately record customer interactions and follow-up requirements
• Ability to work independently, manage competing priorities, and remain productive in a remote environment with minimal supervision
• Ability to maintain a professional, patient, and solution-focused approach when working with customers in challenging situations
• Able to work a shift Monday- Friday from  8:00 am to 5:00 pm in the PST time zone or 5:00 am to 2:00 pm in the PST time zone

Preferred Qualifications

• Experience providing customer support by phone in a high-volume or fast-paced environment
• Experience in manufacturing, fabrication, CNC, sheet metal, laser cutting, waterjet, or other related production environments
• Experience reading or interpreting technical drawings, specifications, or CAD files
• Familiarity with CAD software or common file types used in manufacturing
• Experience working in a remote or distributed team environment

Essential Physical Requirements

• Employee must establish and maintain a dedicated, safe, confidential, and ergonomic home workspace.
• Ability to sit and work at a computer for extended periods of time.
• Ability to use a computer, phone, and other standard office equipment for remote work.

Work Environment

• This role is a work from home position in a fast paced, collaborative environment that requires consistent communication, organization, and coordination across multiple remote teams.

Benefits

• Health, Vision & Dental Insurance
• 401(k) match up to 4%
• Paid time off
• 6 Company-Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave
• Short-Term Disability
• Monthly Internet Stipend
• Employee Discounts!