[Hiring] Customer Support Specialist @Dormer Pramet

Role Description

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.

Location: Remote within the Eastern United States.

Key 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.

Qualifications

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

Benefits

• Competitive salary.
• 401(k) with company core contribution and matching.
• Medical, dental, and vision coverage.
• Disability and life insurance.
• Paid family leave.

Company Description

Dormer Pramet is a leading global supplier of metal cutting tools and related services and part of Sandvik Group. Serving customers in more than 100 markets worldwide, we help manufacturers maximize productivity through high-quality tooling solutions, technical expertise, and trusted partnerships.