Case Manager

Key Responsibilities:Enhance on-time delivery, product quality, and customer satisfaction. Monitor and track the progress of multiple customer orders and partner projects. Deliver exceptional service by fostering relationships and maintaining regular communication with customers regarding order updates. Utilize technical expertise in manufacturing design and production to ensure timely job completion. Evaluate supplier capabilities and conduct oversight activities, including phone assessments, detailed scheduling, quality reviews, and corrective actions. Address issues related to manufactured part rejections; collaborate with suppliers and customers to resolve problems. Handle customer complaints leading to replacements for returned products. Provide updates on status, risks, and recovery efforts for at-risk orders and jobs. Document all case activities in the central database. Utilize company technology platforms and adhere to the Quality Management System. Ensure supplier quality metrics are monitored and maintained. Collaborate with Engineering, Customer Care, Quality, Sales, and Shipping teams to guarantee customer satisfaction and on-time delivery. Effectively communicate with all relevant stakeholders, including suppliers, customers, and leadership. Contribute insights on initiatives aimed at streamlining and automating complex processes. Perform all tasks in compliance with Xometry's quality and safety systems, policies, and procedures.