Export Customer Experience Specialist

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.

• 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. #LI-Hybrid