As a Export Customer Experience Specialist here at Solstice, you will play a key role in driving operational excellence and enhancing the overall customer experience. This role will involve collaborating with cross-functional teams, senior managers, and directors to identify areas for improvement and implement strategies to optimize operational processes.
In this role, you have a direct impact on improving customer satisfaction, streamlining operations, driving efficiency, and fostering a culture of continuous improvement within the customer service function.
Responsibilities- Serve as the primary point of contact for customers regarding export inquiries, order status, and shipment updates.
- Coordinate with logistics providers, customs brokers, warehouses, and internal teams to ensure timely and accurate shipments.
- Monitor export documentation requirements and ensure compliance with international trade regulations.
- Proactively communicate potential delays, risks, or service disruptions to customers and stakeholders.
- Investigate and resolve customer complaints, shipment discrepancies, and service issues.
- Collaborate with Supply Chain, Planning, Sales, and Transportation teams to improve customer experience and operational performance.
- Track and analyze key performance indicators (KPIs) related to customer satisfaction, on-time delivery, and order accuracy.
- Identify process improvement opportunities and support continuous improvement initiatives.
- Maintain accurate records and documentation within company systems.
YOU MUST HAVE
- 4+ years of proven experience in Customer Experience and Logistics.
- English proficient.
- Experience with exports documentation requirements and ensure compliance with international trade regulations.
- Proven experience working with ERP and CRM (SAP and SalesForce preferred).
- Ability to work with multi-cultural teams.
- Experience in customer experience management is preferred.
WE VALUE
- Bachelor's degree.
- Ability to work in a fast-paced and dynamic environment.
- Innovative and solution-oriented mindset.
- Excellent interpersonal and relationship-building skills.
- Continuous learning and self-development mindset.
- Strong analytical and problem-solving skills.
- Proficient in data analysis and reporting tools.
- Excellent communication skills.
About Solstice Advanced Materials
Solstice Advanced Materials is a leading global specialty materials company that advances science for smarter outcomes. Solstice offers high-performance solutions that enable critical industries and applications, including refrigerants, semiconductor manufacturing, data center cooling, nuclear power, protective fibers, healthcare packaging and more. Solstice is recognized for developing next-generation materials through some of the industry's most renowned brands such as Solstice®, Genetron®, Aclar®, Spectra®, Fluka™, and Hydranal™. Partnering with over 3,000 customers across more than 120 countries and territories and supported by a robust portfolio of over 5,700 patents, Solstice’s approximately 4,000 employees worldwide drive innovation in materials science. For more information, visit Advanced Materials.
Skills Required
- 4+ years of experience in customer experience and logistics
- English proficiency
- Experience with export documentation requirements and international trade compliance
- Experience working with ERP and CRM systems
- SAP and Salesforce experience
- Ability to work with multicultural teams
- Customer experience management experience
- Bachelor's degree
- Strong analytical and problem-solving skills
- Proficiency with data analysis and reporting tools
- Excellent communication and interpersonal skills
What We Do
Solstice, part of Kin + Carta, is a modern software engineering firm that helps Fortune 500 companies seize new opportunities through world-changing digital solutions. As strategists and consultants, we help organizations evolve their digital strategy to solve mission-critical problems. As designers and developers, we build incredible hardware and software solutions that transcend a standalone product and transform an organization’s relationship with its customers. As instructors and coaches, we help companies transform from the inside out by adopting a high-speed culture of innovation. We’re strategists, researchers, designers, and engineers hell-bent on changing the way the world does business. We’re headquartered in Chicago and have delivery offices in New York, London, and Buenos Aires. For more information about Solstice, visit solstice.com
