Case Manager Lead

Summary

Join Xometry as a Case Manager Lead and lead a team in solving supply chain problems for customized parts. Oversee daily operations, ensuring on-time delivery, quality, and customer satisfaction. Track order progress, drive team performance to meet KPIs, and provide guidance on complex challenges. Apply technical knowledge of manufacturing to ensure timely job delivery and manage supplier relationships. Manage customer complaints and report on order status, identifying process improvements. Collaborate with other departments for seamless order fulfillment and ensure compliance with Xometry's quality and safety systems. The ideal candidate will have a strong background in supply chain management, exceptional problem-solving skills, and a passion for customer satisfaction.

Requirements

• Bachelor's degree in Supply Chain, Engineering, or a related technical field is preferred
• A minimum of 8 years of experience in supply chain, logistics, project management, or customer service, with at least 3 years in a leadership role, preferably in a manufacturing or operations environment
• Proven ability to lead and manage a team, including setting goals, providing feedback, and driving performance
• Strong understanding of manufacturing processes, engineering drawing requirements, and mechanical and electrical inspection methods
• Excellent problem-solving skills with the ability to perform root cause analysis and identify solutions to complex problems
• Strong organizational skills and the ability to work in a dynamic environment
• Ability to multitask, meet deadlines, and support supplier quality field activities
• Strong communication skills (both oral and written) with the ability to manage up and to the side
• Proficiency in documenting case activity in a central database
• Experience leveraging company technology platforms and complying with Quality Management Systems

Responsibilities

• Lead, mentor, and develop a team of Case Managers, fostering a collaborative and results-oriented environment
• Oversee the day-to-day operations of the Case Management team, ensuring the team takes actions to improve on-time delivery, quality, and customer satisfaction
• Track and monitor the progress of numerous customer orders and partner jobs, and ensure the team provides frequent and timely order updates
• Drive team performance to meet and exceed key performance indicators (KPIs) related to on-time delivery, quality, and customer satisfaction
• Provide guidance and support to Case Managers in resolving complex supply chain challenges
• Apply first-hand technical knowledge (or leverage other subject matter experts) on manufacturing design and production to ensure jobs are delivered on time
• Ensure the team understands supplier capabilities and execute supplier oversight activities, which include frequent phone assessments, detailed schedule creation, quality reviews, and supplier corrective actions
• Manage customer complaints that result in replacements for returned products
• Report out on status, risk, and efforts to recover troubled orders and jobs
• Identify and implement process improvements to enhance team efficiency and effectiveness
• Collaborate with other departments, including Engineering, Customer Care, Quality, Sales, and Shipping, to ensure seamless order fulfillment and customer satisfaction
• Monitor the integrity of supplier quality metrics
• Effectively communicate with all key stakeholders, including suppliers, customers, and leadership
• Participate and provide input on initiatives to simplify and automate complex processes
• Ensure the team performs all work in compliance with Xometry's quality and safety systems, policies, and procedures

Preferred Qualifications

• 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 qualified activities
• Strong communication skills (both oral and written) + ability to manage up and to the side
• Flexible
• Result-oriented
• Detail-oriented
• Aspires to build partnerships with suppliers and forwarders
• Uses personal judgment and initiative to develop effective and constructive solutions to challenges and obstacles