Customer Support Specialist

Dormer Pramet•Mebane, NC

1d•Remote

About The Position

At Dormer Pramet, we help manufacturers solve complex machining challenges and improve productivity every day. As part of the Sandvik Group, we're a global leader in metal cutting solutions, supporting customers across industries including energy, aerospace, general engineering, and industrial manufacturing. We are currently seeking a Customer Support Specialist to join our North American Customer Service team. As a Customer Support Specialist, you will provide professional, responsive, and solution-oriented support to distributors and customers throughout the United States and Canada. You will manage customer inquiries, process orders, resolve issues, and collaborate closely with sales, supply chain, and operations teams to ensure customer satisfaction. Reporting to the Customer Service Manager, North America.

Requirements

Associate degree or equivalent combination of education and experience.
Minimum of 3 years of customer service, customer support, order management, or related experience.
Experience in a manufacturing, industrial, distribution, or B2B environment.
Proficiency with Microsoft Office and ERP systems.

Nice To Haves

SAP experience preferred.
Experience supporting U.S. and Canadian customers preferred.
French language skills are a plus.

Responsibilities

Serve as a primary point of contact for distributors and customers via phone and email.
Process and monitor customer orders while ensuring accuracy and timely fulfillment.
Provide order status updates and proactive communication regarding delays or supply issues.
Resolve customer concerns, complaints, and order discrepancies.
Prepare quotations and support pricing requests.
Collaborate closely with sales teams in the United States and Canada.
Process returns, credits, and customer claims.
Maintain accurate records within ERP systems and meet KPI targets.
Identify opportunities to improve customer experience and internal processes.