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: Exempt

DUTIES AND RESPONSIBILITIES

• Partner with the Customer Solutions Team to serve as a customer contact across phone, email and digital channels by handling inquiries, providing updates, resolving issues and ensuring professional communication
• Manage customer orders from entry through fulfillment, ensuring accuracy while understanding customer needs and delivering effective, timely solutions
• Monitor and resolve EDI transaction errors, rejections, and communication failures
• Identify and Troubleshoot mapping issues and collaborate with IT and 3rd Party Partners to ensure timely, accurate transactions
• Support testing activities during system upgrades, new customer setups or process enhancements
• Assist customers with website navigation, product search, account setup, and order placement
• Provide training support on eCommerce site functionality and ordering tools, creating documentation or training aids as necessary
• Contribute insights and document common customer challenges and recommend updates and enhancements to improve customer satisfaction and usability
• Create and maintain KPI metrics to evaluate EDI order utilization and no-touch success rates, identifying opportunities to improve automation and order efficiency
• Act as a liaison between customers and internal teams
• Maintain high standards of accuracy, attention to detail and professionalism
• Build and maintain strong, professional customer relationships
• Contribute to a positive team environment and support shared goals

EDUCATION / EXPERIENCE:

• High School Diploma / associate or bachelor’s degree in related field preferred
• 2-5 years of experience in EDI, eCommerce operations or related systems-driven roles
• Knowledge and experience with EDI transaction sets, mapping and systems
• Strong customer service mindset with a genuine passion for service
• Excellent communication skills, including professional phone & email etiquette
• Strong organizational and time-management skills with the ability to perform and prioritize priorities independently in a fast-paced environment
• Strong problem-solving and analytical skills with a solution focused approach
• High attention to detail and commitment to accuracy
• Ability to collaborate cross functionally
• Ability to remain calm, professional, and customer focused in high pressure situations

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.

Recruitment Team | career.usa@ceratizit.com

CERATIZIT USA LLC