At Solstice, we are committed to delivering a world-class customer experience across every interaction. We are looking for a Sr Customer Experience Specialist who thrives in a fast-paced, collaborative environment and is passionate about building strong customer relationships.
In this role, you will manage key accounts across the Americas region (USA, Canada, LATAM) and play a critical part in ensuring a seamless end-to-end customer journey, from order placement to delivery and beyond. Your ability to coordinate across teams, solve problems proactively, and deliver operational excellence will directly impact customer satisfaction and business success.
Responsibilities- Manage a portfolio of customer accounts, driving high levels of customer satisfaction, retention, and service excellence
- Own the end-to-end order-to-cash process, including order entry, tracking, delivery coordination, and billing
- Act as the primary point of contact for customers, resolving inquiries related to orders, pricing, product availability, and deliveries
- Ensure accurate pricing, timely order updates, and fast resolution of discrepancies or service issues
- Partner closely with Supply Chain, Logistics, Sales, and Finance teams to deliver a seamless customer experience
- Maintain accurate customer and order data in SAP and internal systems
- Lead coordination and resolution of shipment, logistics, and escalated order issues
- Generate reports and leverage data insights to track performance and support decision-making
- Identify trends and drive continuous improvements to reduce errors and enhance efficiency
You must have
- 2+ year of experience in customer experience, order management, account management, or similar roles
- Excellent English communication skills (written and verbal)
- Bachelor’s degree in Business Administration or a related field
- Hands-on experience with order-to-cash processes in a customer-facing environment
- Strong problem-solving, analytical, and organizational skills
- Strong interpersonal skills and a customer-first mindset
- High level of accountability, integrity, and teamwork
We Value
- Experience supporting Americas accounts or multi-country operations
- SAP experience
- Background in order administration (non-call center environment)
- Ability to manage multiple priorities in a fast-paced environment
- Detail-oriented, proactive, and solution-driven approach
- Proficiency in Excel and working with data/reporting
- B2B Operations
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
- 2+ years experience in customer experience, order management, or account management
- Excellent English communication skills (written and verbal)
- Bachelor's degree in Business Administration or related field
- Hands-on experience with order-to-cash processes in a customer-facing environment
- Strong problem-solving, analytical, and organizational skills
- Strong interpersonal skills and a customer-first mindset
- High level of accountability, integrity, and teamwork
- Experience supporting Americas accounts or multi-country operations
- SAP experience
- Background in order administration (non-call center environment)
- Proficiency in Excel and working with data/reporting
- B2B operations experience
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
