Case Manager

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

Xometry is seeking a dedicated Case Manager to join our team. If you thrive in a fast-paced environment, love solving supply chain challenges, and have a passion for exceptional customer service, this role is for you! Join our dynamic team and help drive efficiency, quality, and innovation in manufacturing. As a Case Manager, you will be part of a fast-moving team of technical professionals who solve supply chain problems for customized parts.

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.

Qualifications:

• Prior project management, supply chain, and customer service experience are required.
• A minimum of 3 years of related experience, preferably in manufacturing or operations.
• A Bachelor of Science Degree in Supply Chain, Engineering, or a technical related field is preferred.
• 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.
• A Bachelor of Science Degree in Supply Chain, Engineering, or a technical related field is preferred.
• Working knowledge of and/or education, skills, and experience associated with manufacturing processes, engineering drawing requirements, and mechanical and electrical inspection methods.

Personal qualities:

• 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.

Language skills:

• English C1

Country of Location:

• Remote

Holiday calendar:

• USA holidays

Time Zone:

• Eastern Time - USA

Apply now and become part of our journey!

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Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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