Case Manager III

Xometry is a fast-growing digital technology company that is disrupting the manufacturing industry. We are hiring Case Managers to support our rapid customer growth. Experience the ultimate in customer, manufacturing partner, product and technology diversity. Work in a fast-paced environment making meaningful daily contributions to drive stakeholder satisfaction. Use industry leading tech tools in an entrepreneurial environment while further developing your multi-tasking, problem solving and communication skills.

As a Case Manager III, you will be part of a fast-moving team of engineering, business, and supply chain professionals who solve manufacturing and supply chain problems for custom manufactured parts. In this role, your primary responsibilities will be:

Project Management (60%)

• Perform project management functions using our internal ERP system and integrated 3rd party software programs.
• On an exception basis, review and take appropriate actions to ensure individual orders are delivered to meet customer delivery and quality requirements.
• Working with internal subject matter technical experts, lead the problem-solving process for troubled orders to improve supplier relationships and quality.
• Understand supplier capabilities and execute supplier oversight activities, which may include phone and video assessments, management escalations, quality nonconformance reviews, and supplier corrective actions.
• Assess the impact of manufactured part rejections; communicate with suppliers and customers to work through problems and resolve Issues.
• Provide excellent customer service by keeping customers updated on resolution of troubled orders.
• Document all project related activity within project management tools
• Monitor daily supplier activity via various real time KPI performance reports

Customer and Supplier Relationship Management (30%)

• Manage customer relationships by communicating directly via Phone, Video and written communication
• Manage supplier relationships by communication directly via Phone, Video and written communication

Process and Quality Improvement (10%)

• 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, to include 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 and Experience

• A self-starter, who works 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 peer-to-peer.
• Bachelor Degree, with preference of Business, Supply Chain, Sciences or Engineering
• A minimum of 2 years customer facing project management, preferably within an engineering or manufacturing or fast paced operations environment
• Working knowledge of and/or education, skills, and experience associated with manufacturing processes, engineering drawings and inspection methods would be an asset
• Capable of performing root cause analysis and identifying solutions to complex problems

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