Customer Success Representative in Hartland, Wisconsin at Fathom Mfg

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. Fathom’s extensive certifications include ISO 9001:2015, ISO 9001:2015 Design, ISO 13485:2016, AS9100:2016, NIST 800-171 and ITAR.

Position Summary

The 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 Responsibilities

Order Management & Contract Review

• Process customer purchase orders accurately within24 hours of receipt
• Perform detailed contract reviews comparing:

• Customer PO
• Approved quote
• Terms, pricing, quantities, revisions, and delivery requirements

• Identifyand escalate discrepancies between the quote and customer order prior to order entry
• Ensure all orders are entered “first time right” to minimize downstream operational disruptions

Customer Communication

• Confirm receipt of customer purchase orders within24 hours
• Respond to customer inquiries thesame business day
• Provide proactive communicationregardingorder status, issues, or required clarifications
• Answer inbound customer calls directly without intentionally allowing calls to roll over to another CSR

Customer Onboarding & Account Support

• Support onboarding of new customers into Fathom systems and workflows
• Maintain Fathom’s approved standing within customer procurement systems
• Complete customer-required:

• Supplier forms
• Attestations
• Compliance documentation
• Vendor onboarding requests

• Coordinate internally to obtain required documentation and certifications

Cross-Functional Collaboration

• Partner closely with:

• Sales
• Program Management
• Quoting Teams
• Production
• Quality
• Shipping

• Escalate risks or customer concerns promptly to leadership whenrequired
• Support continuous improvement initiatives focused on customer experience and operational efficiency

Qualifications

• 2+ years of customer service, order management, or manufacturing support experience preferred
• Experience in manufacturing, aerospace & defense, medical, or industrial environments preferred
• Strong attention to detail and organizational skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiencywith ERP/CRM systems and Microsoft Office tools
• Strong problem-solving and customer relationship skills

Success Metrics

• PO processing within 24 hours
• First-time-right order entry accuracy
• Same-day response time to customer inquiries
• Customer satisfaction and responsiveness
• Procurement onboarding/compliance completion
• Reduction in order entry and contract review errors

Core Behaviors

• Customer-first mindset
• Sense of urgency
• Accountability and ownership
• Professional communication
• Team-oriented collaboration
• Continuous improvement mentality

Equal Opportunity Employer/Veterans/Disabled

This 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.