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Customer Advocate

Lexington, KY

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.

Are you passionate about customer service and helping people solve problems? Do you thrive in a fast-paced environment and enjoy working collaboratively? If so, then the Customer Advocate role at Xometry might be the perfect fit for you! In this role, you'll be critical in ensuring our customers and partners have a positive experience by providing exceptional support and coordinating issue resolution.

This role is responsible for reviewing and resolving customer complaints related to received orders, ensuring issues are addressed promptly and effectively. It requires strong critical thinking, analytical skills, and the ability to communicate clearly with both internal and external stakeholders. The ideal candidate will be highly organized, customer-focused, and skilled in creative problem-solving to restore customer trust and satisfaction. The goal is to quickly resolve issues while maintaining and strengthening customer relationships.

Responsibilities: 

  • Coordinate issue resolution from start to finish, working with customers, partners, and internal teams.
  • Monitor all support channels to identify and address customer and partner concerns promptly.
  • Organize cross-functional teams to tackle issues and ensure immediate resolution.
  • Escalate unresolved issues to management for further support.
  • Create and maintain daily reports on issues, status updates, and action items.
  • Analyze customer and partner feedback data to identify trends and generate reports.
  • Track, report on, and lead daily communications for RMAs and NPS.
  • Stay informed about team member availability and proactively delegate tasks.
  • Proactively keep the team updated on all relevant details.
  • Ensure adherence to Xometry's quality and safety protocols.

Qualifications: 

  • You thrive in a fast-paced environment and enjoy multitasking.
  • You have excellent investigative skills and a knack for problem-solving.
  • You can confidently hold others accountable for timely action, including management.
  • You possess exceptional customer service skills, including de-escalating upset customers.
  • You have a keen eye for detail and ensure accuracy in your work.
  • You can effectively communicate customer needs to all levels and teams.
  • (Preferred) Experience in manufacturing and a technology-based company.
  • Minimum 2 years of experience in advanced customer service.
  • College degree or equivalent experience.

Bonus Points For:

  • Experience with Xometry's platform and services.
  • Familiarity with quality and safety procedures in manufacturing.
  • Experience with data analysis tools.

#LI-Hybrid 

Here at Xometry we believe in diversity, equity, inclusion and belonging. We are committed to welcoming, respecting, and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.

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.

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