Senior Case Manager, Operations

Who you are

You have a proven track record in managing complex customer and partner cases, demonstrating your ability to navigate high-pressure situations with multiple stakeholders involved. Your organizational skills are top-notch, allowing you to keep track of various cases and ensure timely resolutions. You are solution-oriented, always looking for ways to improve processes and enhance customer satisfaction. Your experience in a high-growth, tech-enabled environment has equipped you with the skills necessary to handle escalations effectively. You understand the importance of empathy in customer service and strive to provide world-class support.

Desirable

Experience in project management is a plus, as you will be responsible for overseeing complex orders and ensuring they are fulfilled on time. Familiarity with logistics and supply chain management will also be beneficial in this role, as you will coordinate with suppliers and internal teams to resolve issues. A background in manufacturing or operations can give you an edge in understanding the challenges faced by our partners.

What you'll do

As a Senior Case Manager at Xometry, you will take charge of managing and resolving high-priority customer and partner cases. This involves collaborating with various internal teams such as Logistics, Quality, and Account Management to investigate and address issues effectively. You will serve as the escalation point for frontline support teams, providing guidance and hands-on resolution to complex problems. Your role will require you to monitor case progress and ensure that service level agreements (SLAs) are met consistently.

You will also manage supplier orders and assist them with manufacturing challenges, ensuring that shipments are on time and that any issues are addressed promptly. Your ability to perform open order reports with customers will be crucial in maintaining transparency and trust. You will act as a project manager for high line item bill of material orders, ensuring that all aspects of the order fulfillment process are executed smoothly.

What we offer

At Xometry, we value our employees and strive to create a supportive work environment. You will have the opportunity to work with a dynamic team that is dedicated to providing exceptional service to our customers and partners. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of every candidate. Join us in shaping the future of manufacturing and customer operations.