Case Manager

Functional Responsibilities:

• Take proactive actions to improve on-time delivery, quality, and customer satisfaction.

• Track and monitor multiple customer orders and partner jobs, ensuring timely progress and completion.

• Provide outstanding customer and partner service by building strong relationships, fostering collaboration, and offering frequent, timely updates on order status.

• Apply technical knowledge—or leverage subject matter experts—on manufacturing design and production to ensure jobs are delivered on schedule.

• Understand supplier capabilities and perform supplier oversight activities, including phone assessments, detailed schedule creation, quality reviews, and supplier corrective actions.

• Assess the impact of manufactured part rejections; communicate effectively with suppliers and customers to resolve issues and close cases.

• Manage customer complaints that result in product replacements.

• Report on the status, risks, and recovery efforts for troubled orders and jobs.

• Interface with Engineering, Customer Care, Quality, Sales, and Shipping teams to ensure manufacturing processes support on-time delivery and high customer satisfaction.

• Effectively communicate with all key stakeholders, including suppliers, customers, and leadership.

• Participate in initiatives to simplify and automate complex processes.

• Perform all work in compliance with Xometry’s quality and safety systems, policies, and procedures.

Requirements for Applicants:

• Prior experience in project management, supply chain, and customer service is required.

• Minimum 3 years of related experience, preferably in manufacturing or operations.

Education:

• Bachelor's of Science degree in Supply Chain, Engineering, or a related technical field is preferred.

• Working knowledge or experience with manufacturing processes, engineering drawing requirements, and mechanical/electrical inspection methods.

Personal Qualities:

• Capable of performing root cause analysis and identifying solutions to complex problems.

• Self-starter who can work independently and drive tasks to completion.

• Strong organizational skills and the ability to thrive in a dynamic environment.

• Able to multitask, meet deadlines, and support all supplier quality field activities.

• Strong oral and written communication skills, with the ability to manage relationships upwards and laterally.

Language Skills:

• English C1

Location: India Office
Employee Working Hours: Indian Time
Holiday Calendar: Indian
Salary: INR

#LI-Hybrid