Case Manager I

We are looking for:

Case Manager who will strengthen our Operations team.

As a Case Manager, you will join a fast-moving team of technical professionals solving supply chain challenges for customized parts.

Functional Responsibilities:

• Take actions to improve on-time delivery, quality, and customer satisfaction.
• Track and monitor the progress of multiple customer orders and partner jobs.
• Provide excellent customer and partner service through relationship-building, partnership creation, and timely order updates.
• Apply technical knowledge (or leverage subject matter experts) on manufacturing design and production to ensure timely job delivery.
• Understand supplier capabilities and execute supplier oversight, including phone assessments, schedule creation, quality reviews, and corrective actions.
• Assess the impact of manufactured part rejections and communicate with suppliers and customers to resolve issues.
• Manage customer complaints resulting in product replacements.
• Report status, risks, and recovery efforts for troubled orders and jobs.

Job Duties:

• Document all case activity in the central database.
• Utilize 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 meet customer expectations.
• Communicate effectively with all key stakeholders, including suppliers, customers, and leadership.
• Participate in 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