Case Manager

Summary

Join Xometry's dynamic team as a Case Manager and help drive efficiency, quality, and innovation in manufacturing. You will be part of a fast-moving team solving supply chain problems for customized parts. Responsibilities include improving on-time delivery, quality, and customer satisfaction; tracking customer orders; providing excellent customer and partner service; applying technical knowledge to ensure on-time delivery; understanding supplier capabilities; assessing the impact of part rejections; managing customer complaints; and reporting on order status. The role requires project management, supply chain, and customer service experience, preferably in manufacturing or operations. A Bachelor of Science degree in a related field is preferred. Strong communication and organizational skills are essential.

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

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
• USA holidays