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 priorities effectively while maintaining a solution-oriented mindset. You thrive in a tech-enabled environment and have experience managing escalations, ensuring that all stakeholders are kept informed and engaged throughout the resolution process. Your empathetic approach to customer service aligns with Xometry's commitment to providing world-class support.

You understand the intricacies of supplier orders and logistics, having managed on-time shipments and assisted suppliers with manufacturing challenges in previous roles. Your analytical skills enable you to perform open order reports and monitor case progress, ensuring that service level agreements (SLAs) are met consistently. You are comfortable coordinating across various departments, including Logistics, Quality, and Account Management, to investigate and resolve issues effectively.

Desirable

Experience in a high-growth environment is a plus, as is familiarity with project management principles. You may have worked with complex orders and high line item bill of material orders, which will be beneficial in this role. Your ability to provide guidance and hands-on resolution as an escalation point for frontline support teams will set you apart.

What you'll do

As a Senior Case Manager at Xometry, you will be a key player in managing and resolving complex, high-priority customer and partner cases. Your role will involve coordinating with multiple internal and external stakeholders to ensure timely and effective resolutions. You will manage supplier orders and oversee on-time shipments, assisting suppliers with any manufacturing challenges they may face. Your responsibilities will also include performing open order reports with customers and managing the fulfillment of complex orders.

You will serve as the escalation point for frontline support teams, providing guidance and hands-on resolution to ensure that customer issues are addressed promptly. Monitoring case progress will be crucial, as you will need to ensure that all SLAs are met. You will collaborate closely with departments such as Logistics, Quality, and Account Management to investigate and resolve issues, ensuring that all parties are aligned and informed throughout the process.

What we offer

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