Case Manager - Business Operations

September 25

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Xometry

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Direct Metal Laser Sintering (DMLS) • CNC Machining • Production Manufacturing • Rapid Prototyping • 3D Printing

1001 - 5000

💰 $75M Series E on 2020-09

Description

• 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.

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 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.