Customer Account Administrator

Summary

Join Xometry, a company connecting innovators with manufacturers, as a Customer Account Administrator. You will support customer accounts, focusing on relationship management and operational alignment. This role blends customer service, data management, and operational support for a key strategic account. The ideal candidate is highly organized, detail-oriented, and possesses excellent communication and problem-solving skills, with Aerospace industry experience preferred. Responsibilities include managing customer portals, coordinating business reviews, collecting customer feedback, resolving billing issues, and supporting data management within the company's ERP and CRM systems. You will also track order status, maintain accurate records, and generate customer reports. Success requires strong communication, customer service, relationship management, and problem-solving skills.

Requirements

• To be successful in this role, you must be organized and thorough, balancing attention to detail with efficiency and the ability to meet deadlines
• You must also be a skilled communicator who approaches issues with curiosity and uses a collaborative problem-solving approach
• Exhibits good listening and comprehension
• Exceptional written and verbal communication skills, specifically, following up to ensure resolution
• Has a Passion for serving customers, and manages difficult or emotional customer situations
• Responds promptly and professionally to customers, meeting commitments and needs
• Understands how to establish credibility and rapport with different customer personas
• Accepts responsibility and accountability for delivering the best customer experience and outcomes
• Share findings and best practices with colleagues to learn and enhance our service levels
• Gathers and analyzes information skillfully
• Identifies problems in a timely manner and works proactively towards resolution
• Resolves problems in early stages
• Works well in group problem-solving situations
• Adapts to changes in the work environment
• Changes approach or method to meet unique situations
• Proficient in Excel and Google sheets to do comparative analysis between different reports and consolidate information
• Working knowledge of business intelligence tools such as Looker or Power BI required
• Strategic thinker with strong business acumen
• Ability to work in a fast-paced environment while solving problems quickly and creatively
• High school diploma or equivalent; Bachelor's degree in Business Administration, or a related field is a plus
• Proven experience (2+ years) in a customer service, sales administration, or account management role, preferably in a manufacturing or technology environment
• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite (Word, Excel, PowerPoint)
• Strong organizational, time-management, and multitasking skills
• Excellent written and verbal communication skills, with the ability to communicate effectively with both internal teams and external customers
• Strong attention to detail and accuracy
• Ability to work independently and as part of a team
• Ability to prioritize tasks and meet deadlines in a fast-paced environment
• Strong problem-solving and analytical skills

Responsibilities

• Manage customer portals and scorecards., finding resolutions to inconsistencies between customer scorecards and Xometry records
• Coordinate preparation for routine customer business reviews centered around Quality, On-Time Delivery, Spend, and Customer Service Satisfaction
• Solicit and collect customer VOC, leveraging customer scorecards where available, and provide feedback and proposals for improvement to management
• Assist with researching billing and invoice issues, and creating credits/debits when necessary
• Research, analyze, and suggest solutions to non-routine issues as required and requested by Sales and Ops leadership
• Assist Customer BU with customer inquiries, and follow-up activities
• Assist with follow up with customers to retrieve information critical to Xometry production progress indcing PO updates, customer deviation approvals, e-certs, “Approval to ship” portal management
• Provide partner labels as required following customer shipment approval
• Actively manage holistic open order reports for key accounts providing comprehensive picture of deliverable dates in alignment with customer preferred presentation format
• Track order status, monitor delivery schedules, and coordinate with case management for resolution details
• Maintain accurate records of sales orders, customer information, and order changes
• Support data maintenance of the company's ERP & CRM system (e.g., Salesforce) with accurate and up-to-date customer information, sales activities, and order details ensuring customer communication syncs with Xometry systems
• Generate customer reports, analyze data, and provide insights to the sales team and operations management
• Ensure data integrity and accuracy within the CRM system and other relevant databases

Preferred Qualifications

• Experience working with Aerospace processes and procedures is a plus
• Familiarity with manufacturing processes (e.g., CNC machining, 3D printing) is a plus

Benefits

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