Customer Operations • Senior

Who you are

You have a proven track record in managing complex customer and partner cases, demonstrating your ability to navigate high-pressure situations with ease. Your organizational skills are top-notch, allowing you to handle multiple stakeholders effectively while maintaining a solution-oriented mindset. You thrive in a tech-enabled environment and have experience managing escalations, ensuring that all parties involved receive timely and empathetic support. Your communication skills are exceptional, enabling you to coordinate seamlessly across various departments such as Logistics, Quality, and Account Management. You understand the importance of customer satisfaction and are committed to delivering world-class service. You are proactive in monitoring case progress and ensuring that service level agreements (SLAs) are met consistently.

Desirable

Experience in a high-growth company is a plus, as is familiarity with manufacturing processes and logistics. You may also have a background in project management, which will help you excel in fulfilling complex orders and managing supplier relationships.

What you'll do

As a Senior Case Manager at Xometry, you will be the key player in resolving high-impact cases that involve customers, manufacturing partners, and internal teams. You will manage and resolve complex, high-priority cases, often requiring collaboration with multiple stakeholders. Your role will involve overseeing supplier orders and ensuring on-time shipments while assisting suppliers with any manufacturing challenges they may face. You will perform open order reports with customers and manage the fulfillment of complex orders, ensuring that all aspects of the process run smoothly. Additionally, you will serve as the escalation point for frontline support teams, providing guidance and hands-on resolution to any issues that arise. Your ability to coordinate across departments will be crucial in investigating and resolving issues efficiently, and you will monitor case progress to ensure that all SLAs are met.

What we offer

At Xometry, we value our employees and offer a supportive work environment that encourages growth and development. You will have the opportunity to work with a talented team dedicated to transforming the manufacturing industry. We provide competitive compensation and benefits, along with opportunities for professional development. Join us in our mission to connect innovative ideas with the manufacturing capabilities that bring them to life.