Case Manager III
Xometry is seeking a Senior Case Manager to join our growing team and serve as a key player in resolving complex customer and partner issues. The ideal candidate will be highly organized, solution-oriented, and experienced in managing escalations in a high-growth, tech-enabled environment. As a Senior Case Manager, you will drive resolution of high-impact cases involving customers, manufacturing partners, logistics, and internal teams. You'll ensure timely, empathetic, and effective support aligned with Xometry's commitment to world-class service.
Key responsibilities include managing and resolving complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders. This involves overseeing supplier orders, ensuring on-time shipments, assisting suppliers with manufacturing challenges, and performing open order reports with customers. The role also entails managing the fulfillment of complex orders and serving as the escalation point for frontline support teams, providing guidance and hands-on resolution. Coordination across departments such as Logistics, Quality, Account Management, and Partner Management is essential to investigate and resolve issues. Monitoring case progress to ensure SLA adherence and customer satisfaction metrics are met or exceeded is also a key aspect of the role.
The ideal candidate will have 5+ years of experience in customer support, case management, supply chain operations, or a related field, preferably in a tech, manufacturing, or logistics environment. Proven ability to resolve high-pressure, time-sensitive cases with a customer-first mindset is essential. Strong communication, negotiation, and conflict resolution skills are required. Experience as a Quality Engineer (QE) or Supplier Quality Engineer (SQE), project management experience, and supplier management are also important. Familiarity with CRM systems such as Salesforce or Zendesk, and experience with ERP tools and logistics platforms are a plus. A high degree of ownership, initiative, and accountability is expected. A bachelor's degree in Business, Engineering, Supply Chain, or a related field is preferred.
The estimated base salary range for new hires into this role is $76,000-$99,000 annually, plus an annual bonus, depending on factors such as job-related skills, relevant experience, and location. We also offer a competitive benefits package, including 401(k) match, medical, dental, and vision insurance; life and disability insurance; generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave; EAP, other wellbeing resources; and much more.
Xometry is a fast-growing digital technology company that is disrupting the manufacturing industry. We are hiring Case Managers to support our rapid customer growth. Experience the ultimate in customer, manufacturing partner, product, and technology diversity. Work in a fast-paced environment making meaningful daily contributions to drive stakeholder satisfaction. Use industry-leading tech tools in an entrepreneurial environment while further developing your multi-tasking, problem-solving, and communication skills.