Case Manager III Gaithersburg, MD

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 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 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 race, color, religion, sex, sexual 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. Apply for this job * indicates a required field First Name * Last Name * Preferred First Name Email * Phone Country * Phone * Location (City) * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Are you currently located in the US? * Select... Are you legally authorized to work in the US? * Select... Will you now or in the future require sponsorship for employment visa status (e.g., H-1B, TN1 visa status) * Select... How soon would you be available to start? * Select... What are your desired base salary expectations? * Were you referred by an internal Xometry employee? * Select... If you answered yes to the last question, please provide the employee's first and last name How many years of customer facing (internal/external)experience do you have? * How many years of project or process management experience do you have? * How many years of engineering or technical experience do you have? * What experience do you have in Aerospace? * Are you comfortable having tough conversations? * Select... Can you read 2D or 3D CAD files? * Select... Have you ever used a software such as SOLIDWORKS? * Select... #J-18808-Ljbffr Xometry