Case Manager

We are on the hunt for the perfect match for our Case Manager position! 

If you thrive in a fast-paced environment, love solving supply chain challenges, and have a passion for exceptional customer service, this role is for you! Join our dynamic team and help drive efficiency, quality, and innovation in manufacturing.

 As a Case Manager, you will be part of a fast-moving team of technical professionals who solve supply chain problems for customized parts.

Functional responsibilities

What do we do in Case Management?

• Take actions to improve on time delivery, quality, and customer satisfactionTrack 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 include 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.

Job Duties

• Document all case activity in the 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.

Requirements for applicants

Qualifications

• Prior project management, supply chain, and customer service experience are required.
• A minimum of 3 years of related experience, preferably in manufacturing or operations
• A Bachelor of Science Degree in Supply Chain, Engineering, or a technical related field is preferred.
• Working knowledge of and/or education, skills, and experience associated with manufacturing processes, engineering drawing requirements, and 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.

Education, including special education

• A Bachelor of Science Degree in Supply Chain, Engineering, or a technical related field is preferred.

• Working knowledge of and/or education, skills, and experience associated with manufacturing processes, engineering drawing requirements, and mechanical and electrical inspection methods.

Special work experience required

• A minimum of 3 years of related experience, preferably in manufacturing or operations

Personal qualities

• 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

Language skills

English C1

Country of location

Remote

Holiday calendar

USA holidays

Apply now and become part of our journey!

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