Customer Service Representative

Job Title: Customer Service Representative

Location: Lexington, KY

Industry: Manufacturing

Pay: $20-24 an hour

Benefits: Vision, Dental, Health, 401k

Schedule: MF, 10am-6pm or 11am-7pm, Hybrid (M/T/Th onsite, W/F remote). (1 Saturday rotating every 6 weeks from 8am-1pm)

Please note, this position is starting as a contract position for 3-6+ months

About Our Client:

Addison Group is partnering with a leading AI-driven on-demand manufacturing marketplace that connects businesses with a nationwide network of manufacturers, enabling rapid prototyping and production across industries.

Job Description:

We are seeking a Customer Service Representative to join the growing team. This role is focused on delivering excellent customer service by supporting clients, suppliers, and partners with inquiries, order updates, and platform navigation. The ideal candidate thrives in a fast-paced environment, adapts quickly to change, and is committed to ensuring an exceptional customer experience.

Key Responsibilities:

• Serve customers and partners through effective communication, troubleshooting, and relationship-building via phone, chat, and email
• Research and resolve issues quickly and accurately, escalating to leadership when appropriate
• Maintain and monitor the support queue, ensuring accurate ticket documentation and timely responses
• Provide proactive updates to customers and internal teams on ticket status and resolutions
• Organize and communicate customer feedback to internal teams to drive product and process improvements
• Consistently meet or exceed service level standards, including contact center metrics, NPS scores, quality assurance, and adherence to schedule
• Identify and propose alternate solutions to mitigate risk while meeting customer needs
• Proactively raise customer friction points and continuous improvement ideas to enhance the experience
• Support the development of the culture and core values by contributing to team initiatives and organizational goals
• Engage in personal development by completing assigned training and working on a growth plan to strengthen skills

Qualifications:

• 13 years of customer service or client-facing experience, preferably in technology, manufacturing, or SaaS
• Strong written and verbal communication skills with the ability to adapt to changing environments
• Familiarity with ticketing or CRM systems (Zendesk (ticketing system), Salesforce, or similar preferred)
• Ability to prioritize and manage multiple tasks in a high-paced, evolving environment
• Bachelors degree preferred but not required

Perks:

• Opportunity to work with cutting-edge manufacturing technology
• Collaborative, innovative culture
• Career growth opportunities
• Competitive compensation and benefits package

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.