Xometry · 1 day ago

Case Manager, Business Operations

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

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.

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.

Qualification

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Supply Chain ManagementProject ManagementManufacturing ProcessesEngineering DrawingsMechanical InspectionElectrical InspectionRoot Cause Analysis

Required

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

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

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.