Senior Case Manager

Summary

Join Xometry's growing team as a Senior Case Manager, resolving complex customer and partner issues in a high-growth tech environment. You will manage high-impact cases involving various stakeholders, ensuring timely and effective support. Responsibilities include managing supplier orders, on-time shipments, and order fulfillment, as well as serving as an escalation point for frontline teams. You will coordinate across departments, monitor case progress, identify systemic issues, and create supporting documentation. The role also includes coaching junior case managers and communicating with executive leadership. This position requires strong problem-solving, communication, and project management skills.

Requirements

• 5+ years of experience in customer support, case management, supply chain operations, or a related field, preferably in a tech, manufacturing, or logistics environment
• Proven ability to resolve high-pressure, time-sensitive cases with a customer-first mindset
• Strong communication, negotiation, and conflict resolution skills
• Experience as a QE or SQE
• Project management experience
• Supplier Management
• Comfortable working with data to track KPIs and identify root causes
• High degree of ownership, initiative, and accountability

Responsibilities

• Manage and resolve complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders
• Manage supplier orders
• Manage On time shipments with suppliers and assist suppliers with manufacturing challenges
• Perform open order reports with customers
• Manage the fulfillment of complex orders
• Project manager high line item bill of material orders
• Serve as the escalation point for frontline support teams, providing guidance and hands-on resolution
• Coordinate across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues
• Monitor case progress and ensure SLA adherence and customer satisfaction metrics are met or exceeded
• Proactively identify trends or systemic issues and propose scalable solutions to reduce future case volume
• Create and maintain documentation, workflows, and knowledge bases to support internal training and process improvements
• Coach and mentor junior case managers and support staff
• Communicate effectively with executive leadership when required, providing data-driven insights and status updates

Preferred Qualifications

• Familiarity with CRM systems such as Salesforce or Zendesk; experience with ERP tools and logistics platforms a plus
• Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred
• CNC Experience is a bonus