Job Description

Xometry is seeking a Senior Case Manager to resolve complex customer and partner issues, driving resolution of high-impact cases and ensuring world-class service. The role involves managing escalations, coordinating across departments, and proactively identifying solutions to improve processes.

Responsibilities

• Manage and resolve complex cases
• Manage supplier orders
• Manage on time shipments
• Perform open order reports
• Manage complex order fulfillment
• Project manage high line item orders
• Serve as escalation point for support teams
• Coordinate across departments
• Monitor case progress and SLA adherence
• Identify trends and propose 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
• Proven ability to resolve high-pressure cases
• Strong communication and negotiation skills
• Experience as a QE or SQE
• Project management experience
• Supplier Management
• Familiarity with CRM and ERP systems
• Data analysis skills
• Bachelor's degree preferred

Benefits

• No benefits