Full-Time

Case Manager

Business Operations

Posted on 6/18/2024

Xometry

Xometry

501-1,000 employees

AI-enabled on-demand manufacturing marketplace

AI & Machine Learning
Data & Analytics
Industrial & Manufacturing

Mid

San Antonio, TX, USA

Required Skills
Customer Service
Requirements
  • Prior project management, supply chain, and customer service experience
  • 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
  • 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
Responsibilities
  • 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 on manufacturing design and production to ensure jobs are delivered on time
  • Understand supplier capabilities and execute supplier oversight activities
  • Assess the impact of manufactured part rejections and communicate with suppliers and customers to 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
  • Document all case activity in central database
  • 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

Xometry operates as a technologically advanced marketplace for on-demand manufacturing, specializing in services like CNC machining, 3D printing, and injection molding. This not only fosters a culture of technological excellence and precision but also positions the company as a key player in speeding up the manufacturing process with high-quality results. Employees can thrive in an environment that values innovative solutions and efficient production techniques, making it a commendable workplace for professionals passionate about manufacturing and technology.

Company Stage

Later Stage VC

Total Funding

$443.4M

Headquarters

North Bethesda, Maryland

Founded

2013

Growth & Insights
Headcount

6 month growth

0%

1 year growth

1%

2 year growth

20%

Benefits

Medical, dental, & vision insurance

Life insurance

401(k) with company matching

Equity

Generous PTO

Paid volunteer time

Commuter & parking benefits

Maternity & Paternity leave

Free snacks

Dog-friendly office spaces