Customer Account Administrator

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.

The Customer Account Administrator will be responsible for supporting Xometry's customer accounts, with a strong emphasis on managing and maintaining customer relationships and ensuring efficient alignment between Xometry Operations and customer records. This role involves a blend of customer service, data management, and operational support, with a focus on a key strategic account. The ideal candidate is a highly organized, detail-oriented professional with excellent communication and problem-solving skills, and experience in the Aerospace industry.

Responsibilities:

• Manage customer portals and scorecards., finding resolutions to inconsistencies between customer scorecards and Xometry records
• Coordinate preparation for routine customer business reviews centered around Quality, On-Time Delivery, Spend, and Customer Service Satisfaction
• Solicit and collect customer VOC, leveraging customer scorecards where available, and provide feedback and proposals for improvement to management.
• Assist with researching billing and invoice issues, and creating credits/debits when necessary.
• Research, analyze, and suggest solutions to non-routine issues as required and requested by Sales and Ops leadership
• Assist Customer BU with customer inquiries, and follow-up activities.
• Assist with follow up with customers to retrieve information critical to Xometry production progress indcing PO updates, customer deviation approvals, e-certs, “Approval to ship” portal management
• Provide partner labels as required following customer shipment approval
• Order and Delivery Management:
• Actively manage holistic open order reports for key accounts providing comprehensive picture of deliverable dates in alignment with customer preferred presentation format
• Track order status, monitor delivery schedules, and coordinate with case management for resolution details
• Maintain accurate records of sales orders, customer information, and order changes.
• Data Management and Reporting:
• Support data maintenance of the company's ERP & CRM system (e.g., Salesforce) with accurate and up-to-date customer information, sales activities, and order details ensuring customer communication syncs with Xometry systems
• Generate customer reports, analyze data, and provide insights to the sales team and operations management.
• Ensure data integrity and accuracy within the CRM system and other relevant databases.

What You Need to Succeed:

• To be successful in this role, you must be organized and thorough, balancing attention to detail with efficiency and the ability to meet deadlines. You must also be a skilled communicator who approaches issues with curiosity and uses a collaborative problem-solving approach.
• Communications - Exhibits good listening and comprehension. Exceptional written and verbal communication skills, specifically, following up to ensure resolution.
• Customer Service - Has a Passion for serving customers, and manages difficult or emotional customer situations. Responds promptly and professionally to customers, meeting commitments and needs.
• Relationship management - Understands how to establish credibility and rapport with different customer personas.
• Ownership - Accepts responsibility and accountability for delivering the best customer experience and outcomes.
• Collaboration - Share findings and best practices with colleagues to learn and enhance our service levels
• Problem Solving - Gathers and analyzes information skillfully. Identifies problems in a timely manner and works proactively towards resolution. Resolves problems in early stages. Works well in group problem-solving situations.
• Adaptability - Adapts to changes in the work environment. Changes approach or method to meet unique situations.
• Technologically Savvy - Proficient in Excel and Google sheets to do comparative analysis between different reports and consolidate information. Working knowledge of business intelligence tools such as Looker or Power BI required
• Strategic thinker with strong business acumen
• Ability to work in a fast-paced environment while solving problems quickly and creatively

Qualifications:

• High school diploma or equivalent; Bachelor's degree in Business Administration, or a related field is a plus.
• Proven experience (2+ years) in a customer service, sales administration, or account management role, preferably in a manufacturing or technology environment.
• Experience working with Aerospace processes and procedures is a plus.
• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong organizational, time-management, and multitasking skills.
• Excellent written and verbal communication skills, with the ability to communicate effectively with both internal teams and external customers.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Familiarity with manufacturing processes (e.g., CNC machining, 3D printing) is a plus.

 Please submit your resume in English

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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.