eCommerce Customer Solutions Specialist
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Job Location:
Charlotte, VT - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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: 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 bachelors 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 drivers 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
CERATIZIT USA LLC
Required Experience:
IC
About Company
High-technology engineering - specialised in cutting tools & hard material solutions. Top-class quality, precision & performance at the highest level.
