About The Role

As a Customer Experience Exports Operations 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.
Proven experience with shipping processes.
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 in Business Administration, Supply Chain, Logistics, International Trade, or a related field.
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.