Case Manager III
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At a glance
Requirements
Credentials this posting asks for.
Job overview
Xometry is hiring a Case Manager III. Xometry is seeking a Case Manager III to join their growing team. This role involves resolving complex customer and partner issues, managing escalations in a high-growth, tech-enabled environment, and driving resolution of high-impact cases. The ideal candidate will ensure timely, empathetic, and effective support aligned with Xometry's commitment to world-class service.
Key focus areas include Manage and resolve complex, high-priority customer and partner cases, Manage supplier orders, and Manage On time shipments with suppliers and assist suppliers with manufacturing challenges.
Successful candidates bring Bachelor's Degree In Business Engineering Supply Chain Or Related Field. Important skills include Customer-First Mindset, Strong Communication, Negotiation, Conflict Resolution, Project Management, and CNC Experience. Preferred (not required): Highly Organized, Solution-Oriented, Managing Escalations, and Drive Resolution.
Skills & qualifications
Skills
Qualifications
Benefits
Full job description
Experience Required
5 - 20 years
Minimum Education Required
Bachelor's Degree
Compensation
$7.25 / hourly
Hours Per Week
40
Number Of Positions
1
Work Schedule and Shift Requirements
First (Day)
Job Description
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.
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
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
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
High degree of ownership, initiative, and accountability
Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred
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. 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.
#LI-Hybrid
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.
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.
Job Type
Full time
Benefits Offered
Not specified
Veteran Preference
No
Place of Work
On-site
Requisition ID
4772580007
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