Customer Support Specialist

Join Dormer Pramet, Part of Sandvik Group At Dormer Pramet, we help manufacturers solve complex machining challenges and improve productivity every day. As part of the Sandvik Group, we're a global leader in metal cutting solutions, supporting customers across industries including energy, aerospace, general engineering, and industrial manufacturing.

We are currently seeking a Customer Support Specialist to join our North American Customer Service team.

What You'll Do As a Customer Support Specialist, you will provide professional, responsive, and solution-oriented support to distributors and customers throughout the United States and Canada. You will manage customer inquiries, process orders, resolve issues, and collaborate closely with sales, supply chain, and operations teams to ensure customer satisfaction. Reporting to the Customer Service Manager, North America.

Location: Remote within the Eastern United States.

Key Responsibilities

• Serve as a primary point of contact for distributors and customers via phone and email.
• Process and monitor customer orders while ensuring accuracy and timely fulfillment.
• Provide order status updates and proactive communication regarding delays or supply issues.
• Resolve customer concerns, complaints, and order discrepancies.
• Prepare quotations and support pricing requests.
• Collaborate closely with sales teams in the United States and Canada.
• Process returns, credits, and customer claims.
• Maintain accurate records within ERP systems and meet KPI targets.
• Identify opportunities to improve customer experience and internal processes.

Your Profile

• Associate degree or equivalent combination of education and experience.
• Minimum of 3 years of customer service, customer support, order management, or related experience.
• Experience in a manufacturing, industrial, distribution, or B2B environment.
• Proficiency with Microsoft Office and ERP systems.
• SAP experience preferred.
• Experience supporting U.S. and Canadian customers preferred.
• French language skills are a plus.

Why Join Dormer Pramet?

At Dormer Pramet, you'll have the opportunity to make a visible impact while being supported by a global organization that values innovation, collaboration, and continuous development.

We offer:

• The opportunity to directly influence business growth and customer success.
• A collaborative team environment within an industry-leading global company.
• Ongoing learning, technical training, and professional development.
• Career growth opportunities across Dormer Pramet and Sandvik Group.

Total Rewards Package

• Competitive salary.
• 401(k) with company core contribution and matching.
• Medical, dental, and vision coverage.
• Disability and life insurance.
• Paid family leave.

About Dormer Pramet

Dormer Pramet is a leading global supplier of metal cutting tools and related services and part of Sandvik Group. Serving customers in more than 100 markets worldwide, we help manufacturers maximize productivity through high-quality tooling solutions, technical expertise, and trusted partnerships.

Dormer Pramet is a leading global manufacturer and supplier of tools to the metal cutting industry, with offices in 22 countries worldwide. We are committed to providing our customers with reliability. This is driven by a well-earned reputation for providing consistently high quality products and customer-driven support services, and also through the commitment of our employees. Our shared passion for building long-term partnerships based on trust and transparency delivers the collective pride which comes from putting customers at the centre of everything we do.