eCommerce Customer Solutions Specialist

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.

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 

Recruitment Team | career.usa@ceratizit.com