Customer Support Specialist

About the role

Join Dormer Pramet, part of the Sandvik Group, as a Customer Support Specialist supporting distributors and customers across the United States and Canada. This remote position focuses on delivering responsive, solution‑oriented service while collaborating with sales, supply chain, and operations teams.

Key responsibilities

• Serve as the primary point of contact for distributors and customers via phone and email.
• Process, monitor, and ensure accurate, timely fulfillment of customer orders.
• Provide order status updates and proactively communicate any delays or supply issues.
• Resolve customer concerns, complaints, and order discrepancies.
• Prepare quotations and support pricing requests.
• Collaborate closely with U.S. and Canadian sales teams.
• Process returns, credits, and customer claims.
• Maintain accurate records in ERP systems and meet KPI targets.
• Identify opportunities to improve customer experience and internal processes.

Required profile

• Associate degree or equivalent combination of education and experience.
• Minimum of 3 years of experience in customer service, support, or order management.
• Background in manufacturing, industrial, distribution, or B2B environments.
• Experience supporting U.S. and Canadian customers preferred.
• French language skills are a plus.

Required skills

• Proficiency with Microsoft Office.
• Experience using ERP systems.
• SAP experience preferred.

What we offer

• Competitive salary and 401(k) with company contribution and matching.
• Medical, dental, vision, disability, and life insurance.
• Paid family leave and other benefits.
• Opportunities for learning, technical training, and career growth within a global organization.