Shapeways is a digital manufacturer serving global customers from their world class manufacturing facility in Eindhoven, The Netherlands. We offer production grade additive manufacturing services including value add services for low volume production. Our parts are used in a myriad of products like drones, robots and other high tech applications.
We’re seeking a proactive and detail oriented Customer Service Agent to be the frontline support for our diverse customer base. You’ll assist users throughout their 3D printing journey, from placing orders and uploading models, to resolving post production questions. This role requires a passion for technology, a customer first mindset, and the ability to communicate complex topics in simple, helpful ways.

REQUIREMENTS

• 1–3 years of experience in customer service, preferably in tech or manufacturing.
• Knowledge of or interest in 3D printing, CAD, or additive manufacturing is a strong plus.
• Excellent written and verbal communication skills in English.
• Strong problem solving skills and the ability to work independently.
• Empathetic, patient, and able to handle a high volume of inquiries with professionalism.

• Respond to customer inquiries via email in a timely and professional manner.
• Assist customers with order placement, design file uploads, and troubleshooting 3D file compatibility.
• Guide users through material selection, pricing, and delivery options.
• Resolve product issues including delays, quality concerns, and returns in collaboration with internal teams.
• Act as a liaison between customers and production/engineering teams to ensure smooth order fulfillment.
• Maintain accurate records of customer interactions and follow ups.
• Identify and escalate recurring issues, bugs, or feature requests to relevant departments.
• Stay up-to-date with new materials, printing processes, and platform features.