Case Manager

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 includes 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 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.
  
  

Qualifications

• Prior project management, supply chain, and customer service experience required.
  
  
• 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.
  
  
• 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.
  
  

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

#LI-Remote