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Case Manager III

Xometry

Lexington, KY

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JOB DETAILS
SKILLS
Alliance/Partner Management, Bill of Materials (BOM), Business Growth, CNC (Computerized Numerical Control) Systems, Case Management, Coaching, Communication Skills, Conflict Resolution, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Service Management, Customer Support/Service, Diversity, Documentation, ERP (Enterprise Resource Planning), Federal Government, Fortune 1000 Customers, Knowledge Base, Leadership, Logistics, Maintain Compliance, Manufacturing, Mentoring, Metrics, Negotiation Skills, Order Management, Order/Customer Fulfillment, Organizational Skills, People Management, Performance Metrics, Problem Solving Skills, Process Improvement, Project/Program Management, Quality Management, Root Cause Analysis, Sales Management, Salesforce.com, Service Level Agreement (SLA), Software Testing, Supply Chain, Supply Chain Operations, Time Management, Trend Analysis, Vendor/Supplier Management, ZenDesk
LOCATION
Lexington, KY
POSTED
30+ days ago
Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.We are seeking a Case Manager III 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 Case Manager III, 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:- Manage and resolve complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders.- Manage supplier orders- Manage On time shipments with suppliers and assist suppliers with manufacturing challenges- Perform open order reports with customers- Manage the fulfillment of complex orders- Project manager high line item bill of material orders- Serve as the escalation point for frontline support teams, providing guidance and hands-on resolution.- Coordinate across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues.- Monitor case progress and ensure SLA adherence and customer satisfaction metrics are met or exceeded.- Proactively identify trends or systemic issues and propose scalable solutions to reduce future case volume.- Create and maintain documentation, workflows, and knowledge bases to support internal training and process improvements.- Coach and mentor junior case managers and support staff.- Communicate effectively with executive leadership when required, providing data-driven insights and status updates.Qualifications:- 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.- Strong communication, negotiation, and conflict resolution skills.- Experience as a QE or SQE- Project management experience- Supplier Management- CNC Experience is a bonus- Familiarity with CRM systems such as Salesforce or Zendesk; experience with ERP tools and logistics platforms a plus.- Comfortable working with data to track KPIs and identify root causes.- High degree of ownership, initiative, and accountability.- Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred.#LI-HybridXometry is an equal opportunity employer. All applicants will be considered for employment without attention to r ace, color, r eligion, s ex, s exual orientation, gender identity, national origin, veteran, or disability status.For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.Here at Xometry we believe in diversity, equity, inclusion and belonging. We are committed to welcoming, respecting, and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to r ace, color, r eligion, s ex, s exual orientation, gender identity, national origin, veteran, or disability status.

About the Company

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Xometry