Gerry Davis, Director of Customer and Partner Care
"While education and training are valuable, the key to success lies in the genuine passion for assisting others. We've all been customers at some point, and understanding what excellent customer service entails is crucial. At Xometry, we strive for greatness by embodying qualities like tenacity, active listening, effective communication, problem solving, and a genuine eagerness to assist."
Meet Gerry
I am the Director of Customer and Partner Care, responsible for ensuring an exceptional customer experience both internally and externally. My role involves supporting the internal team and ensuring outstanding service for our customers and partners. This includes promptly handling their inquiries, processing purchase orders, addressing any non-conforming part issues through the RMA process, and providing swift resolutions. Our goal is to resolve customer and partner issues within 24 hours.
To excel in this role, a genuine desire to help people is paramount. While education and training are valuable, the key to success lies in the genuine passion for assisting others. We've all been customers at some point, and understanding what excellent customer service entails is crucial. At Xometry, we strive for greatness by embodying qualities like tenacity, active listening, effective communication, problem solving, and a genuine eagerness to assist.
The Key to Success in Custom Manufacturing – Ask, Ask, and Ask Again
We do everything we can to educate our custom manufacturing customers about timelines and order delivery, and we ask a lot of questions to make sure that the production and delivery of custom parts go as smoothly as possible. The types of specifications on custom parts can be very precise – and we always want to meet expectations.
We want to get your parts right the first time. That's why we emphasize communication, and it looks different depending on the client's needs. Sometimes it's a weekly meeting, and sometimes it's an email update, but we make sure that we adjust our communication to the individual needs of our clients.
Supportive Partnerships
We love large-volume orders because those clients usually are very specific about the parts that they want. Sometimes we bring in our engineering team to check it out, identify any potential risks, and make recommendations. We also aim to build really strong relationships with our partners, because we like to use the same partners again and again. It's helpful to have that foundation so that if there are questions about an order or for a customer, we can facilitate it for them. It takes a village to make sure everyone gets what they need.