Case Manager, Business Operations

Xometry is seeking a Case Manager to join their fast-paced team in Bangalore. Xometry is a digital manufacturing marketplace that connects people with manufacturers to bring their ideas to life.

The Case Manager will play a crucial role in solving supply chain problems for customized parts by improving on-time delivery, quality, and customer satisfaction.

Responsibilities:

• Document all case activity in 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
• 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 includes 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

Requirements:

• Prior project management, supply chain, and customer service experience required
• A minimum of 3 years of related experience, preferably in manufacturing or operations
• Bachelor of Science Degree in Supply Chain, Engineering, or Technical related field is preferred
• Working knowledge of and/or education, skills, and experience associated with 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) + ability to manage up and to the side

The role offers:

• Opportunity to work with a fast-growing digital technology company
• Be part of a fast moving team of technical professionals
• Solve supply chain problems for customized parts