Customer Solution Specialist

Customer Solutions Specialist

What makes us strong? Our employees in 50 countries worldwide all working with passion to enable high-tech applications with our strong metals: tungsten and molybdenum.

Our CERATIZIT site in Charlotte is a key hub for customer service and distribution across North Americadelivering high-performance cutting tools with speed, flexibility, and a strong customer focus.

Join a highly motivated team in Charlotte, USA, where local expertise meets the global knowledge and values of the Plansee Group.

Position type: Non-Exempt

General Description

The Customer Solutions Specialist is responsible for delivering outstanding service by accurately assessing customer needs and providing timely, effective resolutions. Serving as a critical connection between customers and internal teams, this role ensures seamless coordination, swift issue resolution, and a consistently positive customer experience.

Duties and Responsibilities

• Serve as a primary point of contact for customers via phone, e-mail and electronic channels
• Professionally handles inbound and outbound customer phone calls, providing timely updates, solutions and follow-up
• Manage customer orders from entry through fulfilment, including order accuracy, pricing, delivery dates and changes
• Understand customer needs and provide accurate, timely, and effective solutions
• Collaborate and coordinate with internal teams like Sales, Logistics, Engineering and Finance to resolve issues and meet customer expectations
• Investigate and resolve customer issues related to orders, deliveries, returns, shortages or quality concerns with a solution focused and service driven approach
• Understand product offerings, lead times, and manufacturing constraints to provide informed solutions
• Maintain accurate customer and order information in SAP and Dynamics (CRM & ERP systems)
• Ensure compliance with company policies, procedures and service level standards
• Support continuous improvement initiatives to enhance customer experience and operational efficiency
• Build and maintain strong, professional customer relationships
• Contribute to a positive team environment and support shared goals

Education / Experience

• High school diploma or equivalent required.
• Minimum of two years of experience in a customer servicefocused role.
• Exceptional verbal and written communication skills, including professional phone and email etiquette.
• Strong organizational and time?management abilities, with proven success prioritizing multiple tasks in a fast?paced environment.
• Demonstrated problem?solving skills with a proactive, solution?oriented approach.
• High level of attention to detail and a strong commitment to accuracy.
• Ability to work collaboratively across functions and departments.
• Proven ability to remain calm, professional, and customer?focused in high?pressure or escalated situations.
• Proficiency with Microsoft Office applications (Outlook, Teams, Excel); experience with Microsoft Dynamics and SAP preferred.

Travel Requirements

These positions may require 10% travel, including occasional overnight stays. A valid driver's license is required.

Equal Employment Opportunity

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.