Sofia, Bulgaria•Remote
Remote
Mid Level
Full Time
remotemanufacturingcustomer successERPISO 9001
Requirements
- •Bachelor's degree in Supply Chain, Engineering, Business Administration, or a related technical field (or equivalent experience)
- •Minimum of 4 years of experience in customer success, account management, and/or customer service, preferably in manufacturing operations
- •Proven track record of successfully managing and meeting schedule commitments by managing expectations of an identified customer group
- •Knowledge of manufacturing processes, timelines, and documentation
- •Strong analytical skills with the ability to implement solutions keeping orders on track
- •Self-starter with a take-charge attitude and ability to independently drive project completion
- •Excellent organizational skills, demonstrated ability to multitask, and understanding of our communication platform's interface while tenaciously working to meet deadlines
- •Superior verbal and written communication skills with the ability to effectively manage relationships with all stakeholders
- •Excellent attention to detail and collaboration skills
- •Proficiency in ERP tools and communication software
- •Experience with quality management systems (e.g., ISO 9001)
- •Ability to thrive in a fast-paced and high-growth environment
What You'll Do
- •Serve as the primary liaison for customers, facilitating seamless communication and building trust-based relationships throughout the order life cycle
- •Orchestrate the order process by maintaining awareness of communication queues to ensure work is prioritized effectively
- •Perform regular portfolio reviews to document progress and identify potential delays
- •Coordinate with Partner Success Managers to mitigate risks before they impact customer satisfaction
- •Identify technical blockers and building process issues that could stall order fulfillment
- •Manage and resolve customer escalations cross-functionally, including determining when an order should be reassigned to a different manufacturing partner and managing the implications of doing so
- •Collaborate with internal Operations and Product teams to bridge communication gaps and implement solutions that keep orders on track during peak periods
- •Negotiate order adjustments, credits, or resolutions resulting from quality issues or delivery misses
- •Maintain accurate documentation in central databases, ensuring all case activity adheres to quality management systems and safety procedures
- •Identify opportunities for process automation and provide peer support to ensure continuous coverage of Customer Success Team activities
Nice to Have
- •Experience working with Xometry's digital marketplace or similar platforms
- •Proficiency in data analysis tools (e.g., Google Sheets)
- •Experience working in a manufacturing environment
Benefits
- •Competitive salary and a comprehensive benefits package
- •Health and life insurance
- •Generous paid time off, including vacation, sick leave, and floating and fixed holidays
- •Employee Assistance Program (EAP) and other wellbeing resources
- •Team Spirit and Friendly Atmosphere
- •Development Opportunities
- •We Care: ongoing, free of charge well-being activities and charity projects worldwide
- •Flexibility in processes and planning
- •Well-structured onboarding plan
About Xometry Europe
Xometry Europe is a Science, technology & engineering Industry.
Ottobrun, Germany
500 - 1000
Science, technology & engineering