Case Manager III

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