Xometry is seeking a Senior Case Manager to resolve complex customer and partner issues. This role involves managing escalations, driving resolution of high-impact cases, and ensuring world-class service in a high-growth, tech-enabled environment.
Responsibilities
Manage and resolve complex customer and partner cases
Manage supplier orders
Manage on time shipments with suppliers
Perform open order reports with customers
Manage complex order fulfillment
Project manage high line item bill of material orders
Serve as escalation point for support teams
Coordinate across departments
Monitor case progress and ensure SLA adherence
Identify trends and propose scalable solutions
Create and maintain documentation
Coach and mentor junior case managers
Communicate with executive leadership
Requirements
5+ years of experience in customer support, case management, or supply chain operations