Manufacturing Customer Success Manager

We are looking for: Case Manager who will strengthen our Operations team.

As a Case Manager, you will join a fast-moving team of technical professionals solving supply chain challenges for customized parts.

Functional Responsibilities:
As part of Case Management, you will:

• Take actions to improve on-time delivery, quality, and customer satisfaction.

• Track and monitor the progress of multiple customer orders and partner jobs.

• Provide excellent customer and partner service through relationship-building, partnership creation, and timely order updates.

• Apply technical knowledge (or leverage subject matter experts) on manufacturing design and production to ensure timely job delivery.

• Understand supplier capabilities and execute supplier oversight, including phone assessments, schedule creation, quality reviews, and corrective actions.

• Assess the impact of manufactured part rejections and communicate with suppliers and customers to resolve issues.

• Manage customer complaints resulting in product replacements.

• Report status, risks, and recovery efforts for troubled orders and jobs.

Job Duties:

• Document all case activity in the central database.

• Utilize 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 meet customer expectations.

• Communicate effectively with all key stakeholders, including suppliers, customers, and leadership.

• Participate in initiatives to simplify and automate complex processes.

• Perform all work in compliance with Xometry's quality and safety systems, policies, and procedures.

Requirements:

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

• Minimum of 3 years of relevant experience, preferably in manufacturing or operations.

• Ability to perform root cause analysis and identify solutions to complex problems.

Education:

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

• Knowledge and experience in manufacturing processes, engineering drawings, and mechanical/electrical inspection methods.

Personal Qualities:

• Self-starter capable of working independently and driving actions to completion.

• Strong organizational skills and adaptability in a dynamic environment.

• Ability to multitask, meet deadlines, and support all supplier quality field activities.

• Excellent communication skills (oral and written), capable of managing up and laterally.

Language Skills:

• English: C1

Working conditions:

• Remote full-time job.
• Fixed rate depending on the career level.
• Corporate Laptop.
• Free corporate language courses.
• Ability to grow and develop your career.
• Salary reviews and other benefits.

Team spirit and friendly atmosphere: we work in an open, friendly and trusting environment that welcomes initiative. In the Xometry team, everyone is ready to help and support in difficult times, and we always celebrate victories together and appreciate the contribution of everyone.

Development opportunities: we are a fast growing company, each new task is an interesting challenge for the team.

We care: ongoing free of charge well-being activities for our people, charity projects worldwide.

Flexibility: speed and flexibility are some of our advantages, allowing us to achieve amazing results. We have flexible processes and planning, we can respond to rapidly changing conditions and remain effective in the face of uncertainty.

Onboarding: Well structured onboarding plan for new employees combining all in one process, technology, and systems components.

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