Senior Case Manager, Operations

🕒 il y a 2 mois

🦀 Maryland – Distant

🦀 Maryland – Remote

💵 $76 000 - $99 000 / an

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

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Xometry

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2013

💰 €75 000 000 Series E en 2020-09

Manufacturing • Technology • Engineering

Xometry est une place de marché leader dans le domaine de la fabrication numérique, offrant une gamme complète de solutions de fabrication et de production à la demande. Spécialisée dans l'impression 3D, l'usinage CNC, le moulage par injection et la fabrication de tôlerie, Xometry dessert des industries telles que l'aérospatial, l'automobile, le médical et l'électronique. L'entreprise propose des devis instantanés, des retours sur la fabricabilité (DFM) et une assurance qualité grâce à son vaste réseau mondial de fournisseurs, permettant aux clients de gérer efficacement la création de prototypes, la production en grande série et la fabrication de pièces sur mesure. Xometry met l'accent sur la durabilité environnementale avec des initiatives telles que la compensation des émissions de carbone, et propose des fonctionnalités telles que le Xometry Instant Quoting Engine et Teamspace pour une collaboration de projet optimisée.

Description

• Manage and resolve complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders. • Manage supplier orders. • Manage On time shipments with suppliers and assist suppliers with manufacturing challenges. • Perform open order reports with customers. • Manage the fulfillment of complex orders. • Project manage high line item bill of material orders. • Serve as the escalation point for frontline support teams, providing guidance and hands-on resolution. • Coordinate across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues. • Monitor case progress and ensure SLA adherence and customer satisfaction metrics are met or exceeded. • Proactively identify trends or systemic issues and propose scalable solutions to reduce future case volume. • Create and maintain documentation, workflows, and knowledge bases to support internal training and process improvements. • Coach and mentor junior case managers and support staff. • Communicate effectively with executive leadership when required, providing data-driven insights and status updates.

🎯 Exigences

• 5+ years of experience in customer support, case management, supply chain operations, or a related field, preferably in a tech, manufacturing, or logistics environment. • Proven ability to resolve high-pressure, time-sensitive cases with a customer-first mindset. • Strong communication, negotiation, and conflict resolution skills. • Experience as a QE or SQE. • Project management experience. • Supplier Management. • CNC Experience is a bonus. • Familiarity with CRM systems such as Salesforce or Zendesk; experience with ERP tools and logistics platforms a plus. • Comfortable working with data to track KPIs and identify root causes. • High degree of ownership, initiative, and accountability. • Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred.

🏖️ Avantages

• 401(k) match • Medical, dental and vision insurance • Life and disability insurance • Generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave • EAP, other wellbeing resources