Case Manager, Business Operations

Xometry - San Francisco, CA

Full-time

San Francisco, CA

Miscellaneous Manufacturing

About the position

The Case Manager in Business Operations at Xometry plays a crucial role in enhancing customer satisfaction and ensuring timely delivery of manufacturing orders. This position involves managing supply chain challenges, building relationships with customers and suppliers, and leveraging technical knowledge to oversee manufacturing processes. The Case Manager will work within a dynamic team to address issues, track order progress, and implement corrective actions as needed.

Responsibilities

• Take actions to improve on-time delivery, quality, and customer satisfaction.
• Track and monitor the progress of numerous customer orders and partner jobs.
• Provide excellent customer and partner service by building relationships and providing timely order updates.
• Apply technical knowledge on manufacturing design and production to ensure timely job delivery.
• Understand supplier capabilities and execute oversight activities, including assessments and quality reviews.
• Assess the impact of manufactured part rejections and communicate with suppliers and customers to resolve issues.
• Manage customer complaints that result in replacements for returned products.
• Document all case activity in a central database.
• Leverage company technology platforms and comply with the Quality Management System.
• Monitor the integrity of supplier quality metrics.
• Interface with various teams to ensure capable manufacturing processes for customer satisfaction.
• 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.

Requirements

• 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 a Technical related field is preferred.
• Working knowledge of manufacturing processes, engineering drawings, and inspection methods.
• Capable of performing root cause analysis and identifying solutions to complex problems.
• A self-starter who can work independently and 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) with the ability to manage up and to the side.