Case Manager

Job Description

Xometry is seeking a Case Manager to join their team. The Case Manager will play a crucial role in solving supply chain problems for customized parts, ensuring on-time delivery, quality, and customer satisfaction. This role involves tracking customer orders, building relationships with customers and partners, and applying technical knowledge to resolve issues.Responsibilities:

• Improving on-time delivery, quality, and customer satisfaction.
• Tracking and monitoring customer orders and partner jobs.
• Providing excellent customer and partner service.
• Applying technical knowledge to ensure timely job delivery.
• Understanding supplier capabilities and executing oversight activities.
• Assessing the impact of part rejections and resolving cases.
• Managing customer complaints and replacements.
• Reporting on status, risk, and recovery efforts.
• Documenting all case activity in the central database.
• Leveraging company technology platforms and complying with the Quality Management System
• Monitoring the integrity of supplier quality metrics.
• Interfacing with Engineering, Customer Care, Quality, Sales, and Shipping teams
• Communicating with all key stakeholders, including suppliers, customers, and leadership.
• Participating and provide input on initiatives to simplify and automate complex processes.
• Performing all work in compliance with Xometry's quality and safety systems, policies, and procedures.

Requirements:

• Prior project management, supply chain, and customer service experience.
• 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 manufacturing processes, engineering drawing requirements, and mechanical/electrical inspection methods.
• Capable of performing root cause analysis and identifying solutions to complex problems.
• A self-starter who can work independently and drive actions to completion.
• Strong organizational and communication skills.
• Ability to multitask, meet deadlines, and support supplier quality activities.

What Xometry Offers:

• A dynamic and fast-paced work environment.
• Opportunity to solve supply chain challenges.
• A role in driving efficiency, quality, and innovation in manufacturing.