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, where your experience in managing escalations will be invaluable. Your empathetic approach ensures that you provide world-class service to both customers and partners, fostering strong relationships and trust.

What you'll do

As a Senior Case Manager at Xometry, you will take charge of resolving high-impact cases that involve various stakeholders, including customers, manufacturing partners, and internal teams. You will manage supplier orders and ensure on-time shipments, assisting suppliers with any manufacturing challenges they may face. Your role will also involve 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 all cases are handled efficiently. Coordination across departments such as Logistics, Quality, Account Management, and Partner Management will be key to your success, as you investigate and resolve issues while monitoring case progress to ensure compliance with service level agreements.

What we offer

At Xometry, you will be part of a dynamic team that is committed to connecting innovative ideas with manufacturing capabilities. We offer a collaborative work environment where your contributions will directly impact our growth and success. You will have the opportunity to work with a diverse range of stakeholders and develop your skills in a fast-paced, tech-driven industry. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.