Case Manager III

How You’ll Contribute

• 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
• Create open order reports with customers
• Manage the fulfillment of complex orders
• Project manage high-line item bill of material orders
• Serve as the escalation point for frontline support teams, providing guidance and hands-on resolution
• Cook up coordination across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues
• Maintain monitoring 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

What You'll Bring to Xometry

• 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
• A high degree of ownership, initiative, and accountability
• A Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred

Pay

The estimated base salary range for new hires into this role is $76,000-$99,000 annually + annual bonus depending on factors such as job-related skills, relevant experience, and location.

Benefits

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.

About the Role

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.

Qualifications

The ideal candidate will be highly organized, solution-oriented, and experienced in managing escalations in a high-growth, tech-enabled environment.