Case Manager III

Key Responsibilities

• Manage and resolve complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders.
• Manage supplier orders
• Manage On time shipments with suppliers and assist suppliers with manufacturing challenges
• Perform open order reports with customers
• Manage the fulfillment of complex orders
• Project manager high line item bill of material orders
• Serve as the escalation point for frontline support teams, providing guidance and hands-on resolution.
• Coordinate across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues.
• Monitor case progress and ensure SLA adherence and customer satisfaction metrics are met or exceeded.
• Proactively identify trends or systemic issues and propose scalable solutions to reduce future case volume.
• Create and maintain documentation, workflows, and knowledge bases to support internal training and process improvements.