Case Manager

Job Description

Xometry is seeking a Case Manager to join their team. The Case Manager will be responsible for solving supply chain problems for customized parts, improving on-time delivery, quality, and customer satisfaction. This role involves tracking customer orders, providing excellent customer service, applying technical knowledge to ensure timely delivery, understanding supplier capabilities, assessing the impact of part rejections, and managing customer complaints.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
• Apply first-hand technical knowledge on manufacturing design and production
• Understand supplier capabilities and execute supplier oversight activities
• Assess the impact of manufactured part rejections
• 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
• Effectively communicate with all key stakeholders
• 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

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 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)

The role offers:

• Opportunity to work in a fast-paced environment
• Chance to solve supply chain challenges
• Be part of a dynamic team