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Job Description
Xometry is seeking a Case Manager, Business Operations to support its rapid customer growth. This role involves solving supply chain problems for customized parts and requires the ability to prioritize and communicate effectively. The Case Manager will be part of a fast-moving team of technical professionals.
Responsibilities:
- Improving on-time delivery, quality, and customer satisfaction
- Tracking and monitoring the progress of customer orders and partner jobs
- Providing customer and partner service by building relationships and providing timely order updates
- Applying technical knowledge on manufacturing design and production
- Understanding supplier capabilities and executing supplier oversight activities
- Assessing the impact of manufactured part rejections and resolving cases
- Managing customer complaints and replacements for returned products
- Reporting on status, risk, and efforts to recover troubled orders and jobs
- Documenting all case activity in a 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 providing 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
- Bachelor's of Science Degree in Supply Chain, Engineering, or Technical related field is preferred
- Working knowledge of manufacturing processes, engineering drawings requirements, 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 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)
What Xometry offers:
- Opportunity to transform an industry
- Be part of a fast-moving team
