Case Manager - Business Operations (MD)


Gaithersburg, MD, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 12/22/2020
  • Website:
  • Company Address: 7940 Cessna Avenue, Gaithersburg, MD, 20879

About Xometry

Xometry is your one-stop shop for manufacturing on demand.

Job Description

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. Do you thrive on working on the edge? Do you want to transform an industry? This job is for you if your true strength is the ability to prioritize and communicate effectively to get you through even the most demanding of situations. As a Case Manager, you will be part of a fast moving team of technical professionals who solve supply chain problems for customized parts.

What does a Case Manager do?

    • Take actions to improve on time delivery, quality, and customer satisfaction
    • Track and monitor the progress of numerous customer orders and partner jobs. 
    • Provide excellent customer and partner service by building relationships, creating partnerships, and by providing frequent and timely customer interactions on order updates
    • Apply first hand technical knowledge (or leverage other subject matter experts) on manufacturing design and production to ensure jobs are delivered on time.
    • Understand supplier capabilities and execute supplier oversight activities, which includes frequent phone assessments, detailed schedule creation, quality reviews, and supplier corrective actions.
    • Assess the impact of manufactured part rejections; communicate with suppliers and customers to work through problems and resolve cases.
    • Manage customer complaints that result in replacements for returned products
    • Report out on status, risk, and efforts to recover troubled orders and jobs.

Process and Quality Improvement Duties

    • Document all case activity in central database.
    • Leverage company technology platforms and comply with the Quality Management System
    • Monitor the integrity of supplier quality metrics.
    • Interface with Engineering, Customer Care, Quality, Sales, and Shipping teams to ensure manufacturing processes are capable of customer on-time delivery and satisfaction.
    • Effectively communicate with all key stakeholders, including suppliers, customers, and leadership.
    • Participate and provide input on initiatives to simplify and automate complex processes.
    • Perform all work in compliance with Xometry's quality and safety systems, policies and procedures.

What are some qualifications and experience for this role?

    • Prior project management, supply chain, and customer service experience required.
    • A minimum of 3 years of related experience, preferably in manufacturing or operations
    • Bachelor of Science Degree in Supply Chain, Engineering, or Technical related field is preferred.
    • Working knowledge of and/or education, skills, and experience associated with manufacturing processes, engineering drawings requirements, mechanical and electrical inspection methods.
    • Capable of performing root cause analysis and identifying solutions to complex problems.
    • A self-starter, who can work independently, and can drive actions to completion.
    • Strong organizational skills and the ability to work in a dynamic environment.
    • Able to multitask, meet deadlines and support all supplier quality field activities.
    • Strong communication skills (both oral and written) + ability to manage up and to the side.
Xometry is the largest marketplace for custom manufacturing, connecting customers with optimal manufacturing solutions through proprietary AI algorithms. Xometry provides on-demand manufacturing services and industrial supply materials to a diverse customer base, ranging from startups to Fortune 100 companies. Our nationwide network of over 3,000 partner manufacturing facilities enables us to maintain consistently fast lead times while offering a broad array of capabilities, including CNC machining, 3D printing, sheet metal fabrication, injection molding, and urethane casting. Xometry's customers include BMW, Dell Technologies, General Electric, and NASA.
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Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.