Case Manager, Business Operations

Job Description

• 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
• Applying technical knowledge on manufacturing design and production
• Understanding supplier capabilities and executing supplier oversight activities
• Assessing the impact of manufactured part rejections
• Managing customer complaints that result in replacements for returned products
• Reporting out on status, risk, and efforts to recover troubled orders and jobs
• Documenting all case activity in 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
• 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

• 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 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)