Customer Success Representative

Company History:

Fathom is one of the largest digital manufacturing platforms offering on-demand manufacturing in North America. With more than 90 large-platform industrial-grade 3D printing machines and a national footprint with more than 500,000 square feet of manufacturing capacity across 10 facilities, Fathom seamlessly blends in-house capabilities across plastic and metal additive technologies, CNC machining, injection molding & tooling, urethane casting, sheet metal fabrication, and design and engineering. With over 50 years of industry experience, Fathom is at the forefront of the industry 4.0 digital manufacturing revolution serving clients in the technology, defense, aerospace, medical, automotive and IOT sectors. Fathoms extensive certifications include

ISO 9001

2015, ISO 9001:2015 Design, ISO 13485:2016, AS9100:2016, NIST 800-171 and ITAR.Position SummaryThe Customer Service Representative (CSR) serves as a critical front-line partner to Fathom customers by ensuring fast, accurate, and professional order management and communication. This role is responsible for delivering a first-time-right customer experience through timely PO processing, contract review, proactive communication, and responsive customer support.

The ideal candidate thrives in a fast-paced manufacturing environment, demonstrates exceptional attention to detail, and is passionate about providing a premium customer experience.

Key ResponsibilitiesOrder Management & Contract ReviewProcess customer purchase orders accurately within24 hours of receiptPerform detailed contract reviews comparing:

Customer POApproved quoteTerms, pricing, quantities, revisions, and delivery requirementsIdentifyand escalate discrepancies between the quote and customer order prior to order entryEnsure all orders are entered first time right to minimize downstream operational disruptionsCustomer CommunicationConfirm receipt of customer purchase orders within24 hoursRespond to customer inquiries thesame business dayProvide proactive communicationregardingorder status, issues, or required clarificationsAnswer inbound customer calls directly without intentionally allowing calls to roll over to another CSRCustomer Onboarding & Account SupportSupport onboarding of new customers into Fathom systems and workflowsMaintain Fathoms approved standing within customer procurement systemsComplete customer-required:

Supplier formsAttestationsCompliance documentationVendor onboarding requestsCoordinate internally to obtain required documentation and certificationsCross-Functional CollaborationPartner closely with:

SalesProgram ManagementQuoting TeamsProductionQualityShippingEscalate risks or customer concerns promptly to leadership whenrequiredSupport continuous improvement initiatives focused on customer experience and operational efficiencyQualifications2+ years of customer service, order management, or manufacturing support experience preferredExperience in manufacturing, aerospace & defense, medical, or industrial environments preferredStrong attention to detail and organizational skillsExcellent written and verbal communication skillsAbility to manage multiple priorities in a fast-paced environmentProficiencywith ERP/CRM systems and Microsoft Office toolsStrong problem-solving and customer relationship skillsSuccess MetricsPO processing within 24 hoursFirst-time-right order entry accuracySame-day response time to customer inquiriesCustomer satisfaction and responsivenessProcurement onboarding/compliance completionReduction in order entry and contract review errorsCore BehaviorsCustomer-first mindsetSense of urgencyAccountability and ownershipProfessional communicationTeam-oriented collaborationContinuous improvement mentalityEqual Opportunity Employer/Veterans/DisabledThis employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.