Customer Service Specialist - Full Time - Opulo, Inc

What we're building

Our vision is to make it easy and accessible to manufacture a product. We're starting with a desktop Pick and Place machine, used to assemble electronic components onto circuit boards.

Existing Pick and Place machines are expensive and can require high-pressure air and three phase power. Some only accept job files on a floppy disk. Traditionally, Pick and Place machines have only been used by large companies with factory space, so that's how they're designed.

But they don't need to be this way. Our machines facilitate mid-scale manufacturing, where you make your product at a moderate scale before making the risky and expensive jump to a factory contract. With our hardware, anyone can do a production run of their product in-house.

What we're looking for

We're looking for someone that is excited by our vision, has experience supporting hardware, and is ready to wear a lot of hats. We're a small team growing quickly. There will be constant opportunity to take on new responsibilities and have serious impact on the direction of the company.

You will be responsible for customer service at Opulo. You will help our customers both assemble and operate their pick and place machine. You'll help monitor and keep track of any issues are experiencing so that our engineering team can prioritize what to work on. You'll also help prospective customers determine what hardware is right for them based on their project requirements. If you're excited at the idea of wearing many hats and enjoy taking ownership, we want you at Opulo as a Customer Service Specialist.

This role is hybrid and requires you to be in our Pittsburgh, PA office on a regular basis.

Core Responsibilities

• Help customers with questions regarding assembling or operating their machine
• Answer questions about shipping timelines, help process returns or refunds
• Monitor and track issues in the field and advise on what issues need to be prioritized
• Record and update issue status
• Help prospective customers determine what hardware best suites their needs
• Generate and manage quotes for prospective customers
• Be on top of our community in Discord, helping spot issues and identify areas for improvement
• Willingness and ability to adapt to an evolving work environment within a young company
• Ability to resolve problems independently when appropriate
• Manage and record information according to company standards

Basic Qualifications

• Are excited to work for a young, fast growing company where things are never boring
• Have experience with any type of CNC machine before (3D printer, laser cutter, CNC Mill, etc.)
• Can communicate technical information clearly and concisely
• 1+ years of customer service for a hardware product

Bonus Qualifications

• Experience with ecommerce tools such as Shopify, WooCommerce, etc.
• Experience with CRM software like HubSpot or Zendesk
• Experience with electronics, and related manufacturing process
• STEM degree
• Knowledge of a foreign language - Chinese or German especially