Manufacturing Customer Success Manager

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Enhance on-time delivery, product quality, and overall customer satisfaction.

• Track and manage various customer orders along with partner projects.

• Deliver exceptional customer and partner service through effective relationship-building and timely updates on orders.

• Utilize technical expertise or subject matter knowledge in manufacturing design and production.

• Supervise suppliers via phone evaluations, schedule formulation, quality assessments, and corrective measures.

• Evaluate rejected manufactured parts and address issues with both suppliers and customers.

• Handle customer complaints leading to product replacements.

• Report on the status, risks, and recovery plans for problematic orders and projects.

• Maintain records of case activities in the central database.

• Leverage company technology platforms while adhering to the Quality Management System.

• Monitor supplier quality metrics.

• Collaborate with Engineering, Customer Care, Quality, Sales, and Shipping teams.

• Interact with suppliers, customers, and leadership effectively.

• Engage in efforts to simplify and automate intricate processes.

• Perform tasks in accordance with Xometry's quality and safety systems, policies, and procedures.

⛳️ Requirements

• Previous experience in project management, supply chain, and customer service.

• At least 3 years of relevant experience, ideally in manufacturing or operations.

• Capability to conduct root cause analysis and formulate solutions to intricate problems.

• Knowledge and experience in manufacturing processes, engineering drawings, and mechanical/electrical inspection techniques.

• Ability to work autonomously and drive initiatives to completion.

• Strong organizational abilities and flexibility in a fast-paced environment.

• Capacity to multitask, meet deadlines, and support supplier quality field operations.

• Outstanding oral and written communication skills.

• Proficient in English at a C1 level.

🏝️ Benefits

• Full-time remote position.

• Corporate laptop provided.

• Access to free corporate language courses.

• Opportunities for career growth and development.

• Salary evaluations and additional benefits.

• Open, friendly, and trusting work environment.

• Continuous, complimentary well-being activities.

• Participation in charity projects globally.

• Well-organized onboarding process.

• Flexible processes and planning.