Job Description

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 America—delivering 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 service–focused 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

Recruitment Team | career.usa@ceratizit.com

CERATIZIT USA LLC