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
#LI-Remote
