Case Manager

We're looking for a proactive and customer-focused Case Manager to join a fast-moving team of technical professionals solving supply chain challenges for customised parts.

In this role, you'll help resolve supply chain challenges, coordinate multiple orders, and work closely with customers, suppliers, and internal teams to ensure successful outcomes.

The ideal candidate will combine strong analytical and problem-solving skills with excellent communication and organisation.

You'll be comfortable managing competing priorities, investigating issues, and building effective relationships while keeping customer satisfaction at the heart of everything you do.

As a Case Manager, you'll play a key role in monitoring customer orders and partner jobs from start to finish, helping to improve on-time delivery, quality, and overall customer experience.

Working closely with Engineering, Customer Care, Quality, Sales, Shipping, and supplier partners, you'll coordinate updates, resolve issues, manage complaints, and support recovery plans for complex orders.

You'll also use technical knowledge and company systems to identify risks, maintain accurate documentation, and contribute to process improvement initiatives that enhance efficiency and service delivery.

Our typical shift pattern involves: 40 hours within the week. Monday to Sunday between 7 AM-11 PM, Monday-Sunday, on a rotational basis.

Please note. This position is based at our site in the Port of Spain, Trinidad & Tobago.

Your role can include, but isn’t limited to:

• Take actions to improve on-time delivery, quality, and customer satisfaction.
• Track and monitor the progress of multiple customer orders and partner jobs.
• Provide excellent customer and partner service through relationship-building, partnership creation, and timely order updates.
• Apply technical knowledge (or leverage subject matter experts) on manufacturing design and production to ensure timely job delivery.
• Understand supplier capabilities and execute supplier oversight, including phone assessments, schedule creation, quality reviews, and corrective actions.
• Assess the impact of manufactured part rejections and communicate with suppliers and customers to resolve issues.
• Manage customer complaints resulting in product replacements.
• Report status, risks, and recovery efforts for troubled orders and jobs.
• Document all case activity in the central database.
• Utilize company technology platforms and comply with the Quality Management System.
• Monitor the integrity of supplier quality metrics.
• Interface with Engineering, Customer Care, Quality, Sales, and Shipping teams to ensure manufacturing processes meet customer expectations.
• Communicate effectively with all key stakeholders, including suppliers, customers, and leadership.
• Participate in initiatives to simplify and automate complex processes.
• Perform all work in compliance with quality and safety systems, policies, and procedures.

We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with our clients' customers.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more, and work smarter. Training will be provided, but we want to hear from you if you have the following skills!

• Bachelor of Science degree in Supply Chain, Engineering, or a related technical field preferred.
• 2–3 years of relevant experience, preferably in project management, supply chain, manufacturing, operations and customer service experience.
• Ability to perform root cause analysis and identify solutions to complex problems.
• Knowledge and experience in manufacturing processes, engineering drawings, and mechanical/electrical inspection methods.
• Demonstrated ability to support customers across complex workflows, including order management, issue resolution, timelines, and service expectations.
• Strong interest in, or aptitude for learning about, manufacturing processes, supply chains, and digital marketplaces serving industrial and B2B customers.
• Comfortable working with ticketing systems, CRMs, or support queues, ensuring accurate documentation, prioritization, and timely resolution of customer inquiries.
• Proven ability to meet or exceed performance metrics such as response times, quality standards, customer satisfaction (CSAT/NPS), and schedule adherence.
• Ability to adapt quickly in a fast-paced, data-driven, and continuously evolving environment, adjusting communication style based on customer needs and situations.
• Excellent verbal and written communication skills, with the ability to explain technical or process-driven information in a clear, customer-friendly manner.
• Strong problem-solving skills, with a customer-first mindset and the ability to propose alternative solutions that balance customer needs with operational constraints.
• High level of organization, attention to detail, and ability to multitask while maintaining quality and accuracy.
• Willingness to continuously learn and grow, including completing product, process, and industry training related to the Campaign.

• Full training & support.
• Well-being with Ky (onsite counselling).
• Free gym membership to Sky Gym*.
• Sick Pay*.
• Health insurance*.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Birthday holiday (after 3 consecutive months of employment). 
• Nationwide retail discounts via Medicare*.
• 'Refer a Friend' scheme.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• Regular fun team-building sessions.
• A diverse & inclusive working environment.

*available post 3-month probationary period.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!