Case Manager

Responsibilities

• Drive improvements in on-time delivery, product quality, and overall customer satisfaction
• Track and monitor the progress of multiple customer orders and supplier jobs simultaneously
• Build strong relationships with customers and manufacturing partners through proactive and timely communication
• Apply technical manufacturing knowledge — or collaborate with subject matter experts — to ensure successful and timely production execution
• Understand supplier capabilities and oversee supplier performance through frequent assessments, schedule management, quality reviews, and corrective action processes
• Assess the impact of manufactured part rejections and coordinate with customers and suppliers to resolve issues effectively
• Manage customer complaints, including replacement processes for returned products
• Report on order status, risks, escalations, and recovery plans for delayed or troubled orders
• Maintain accurate documentation of all case activity within internal systems and databases
• Utilize company technology platforms and follow Quality Management System (QMS) procedures
• Monitor supplier quality metrics and identify areas for improvement
• Collaborate cross-functionally with Engineering, Customer Care, Quality, Sales, Logistics, and Shipping teams
• Communicate effectively with suppliers, customers, leadership, and internal stakeholders
• Participate in initiatives focused on simplifying, improving, and automating operational processes
• Ensure compliance with Xometry quality, safety, and operational policies and procedures

Qualifications & Technical Requirements

• 4+ years of experience in manufacturing operations, supply chain coordination, project management, production engineering, or a related technical field
• Strong technical manufacturing foundation with the ability to confidently discuss engineering and production-related topics with both customers and manufacturing partners
• Solid understanding of manufacturing processes, including CNC machining, sheet metal fabrication, injection molding, 3D printing / additive manufacturing, casting and secondary operations
• Ability to read, interpret, and discuss engineering drawings, GD&T, tolerances, manufacturing constraints, and inspection requirements
• Experience identifying manufacturing risks, quality concerns, and production bottlenecks throughout the order lifecycle