Customer Support Specialist

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Act as the main point of contact for distributors and clients through phone and email communications.

• Process and oversee customer orders, ensuring accuracy and timely delivery.

• Provide updates on order status and communicate proactively about any delays or supply challenges.

• Address and resolve customer inquiries, complaints, and order discrepancies.

• Prepare quotes and assist with pricing inquiries.

• Collaborate effectively with sales teams in both the United States and Canada.

• Handle returns, credits, and customer claims efficiently.

• Maintain precise records within ERP systems and achieve KPI objectives.

• Identify areas for enhancing customer experience and improving internal processes.

• Report directly to the Customer Service Manager for North America.

⛳️ Requirements

• An associate degree or an equivalent combination of education and experience.

• At least 3 years of experience in customer service, customer support, order management, or a related field.

• Background in a manufacturing, industrial, distribution, or B2B setting.

• Strong proficiency in Microsoft Office and ERP systems.

• Experience with SAP is preferred.

• Previous experience supporting customers in the U.S. and Canada is preferred.

• French language skills are an advantage.

🏝️ Benefits

• Continuous learning, technical training, and opportunities for professional development.

• Career advancement opportunities within Dormer Pramet and the Sandvik Group.

• 401(k) plan featuring company core contributions and matching.

• Comprehensive medical, dental, and vision insurance.

• Disability and life insurance coverage.

• Paid family leave.