Lead Cust Exp Specialist

At Solstice, we are committed to delivering a world-class customer experience across every interaction. We are looking for a Lead 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.

• 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