Case Manager

Summary

Join Xometry's dynamic team as a Case Manager and contribute to driving efficiency, quality, and innovation in manufacturing. You will be part of a fast-moving team solving supply chain problems for customized parts. Key responsibilities include tracking customer orders, providing excellent customer service, applying technical knowledge of manufacturing, managing supplier relationships, and resolving customer complaints. This role requires project management, supply chain, and customer service experience, along with strong communication and problem-solving skills. A Bachelor's degree in a related field is preferred, but not required. The position is remote and offers the opportunity to work with a diverse and inclusive team.

Requirements

• Prior project management, supply chain, and customer service experience are required
• A minimum of 3 years of related experience, preferably in manufacturing or operations
• Working knowledge of and/or education, skills, and experience associated with manufacturing processes, engineering drawing requirements, and mechanical and electrical inspection methods
• Capable of performing root cause analysis and identifying solutions to complex problems
• A self-starter who can work independently and can drive actions to completion
• Strong organizational skills and the ability to work in a dynamic environment
• Able to multitask, meet deadlines, and support all supplier quality field activities
• Strong communication skills (both oral and written) + ability to manage up and to the side
• English C1

Responsibilities

• Take actions to improve on time delivery, quality, and customer satisfaction
• Track and monitor the progress of numerous customer orders and partner jobs
• Provide excellent customer and partner service by building relationships, creating partnerships, and by providing frequent and timely customer interactions on order updates
• Apply first-hand technical knowledge (or leverage other subject matter experts) on manufacturing design and production to ensure jobs are delivered on time
• Understand supplier capabilities and execute supplier oversight activities, which include frequent phone assessments, detailed schedule creation, quality reviews, and supplier corrective actions
• Assess the impact of manufactured part rejections; communicate with suppliers and customers to work through problems and resolve cases
• Manage customer complaints that result in replacements for returned products
• Report out on status, risk, and efforts to recover troubled orders and jobs
• Document all case activity in the central database
• Leverage company technology platforms and comply with the Quality Management System
• Monitor the integrity of supplier quality metrics
• Interface with Engineering, Customer Care, Quality, Sales, and Shipping teams to ensure manufacturing processes are capable of customer on-time delivery and satisfaction
• Effectively communicate with all key stakeholders, including suppliers, customers, and leadership
• Participate and provide input on initiatives to simplify and automate complex processes
• Perform all work in compliance with Xometry's quality and safety systems, policies, and procedures

Preferred Qualifications

A Bachelor of Science Degree in Supply Chain, Engineering, or a technical related field is preferred

Benefits

• Remote work
• USA holidays