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.

About Solstice Advanced Materials

Solstice Advanced Materials is a leading global specialty materials company that advances science for smarter outcomes. Solstice offers high-performance solutions that enable critical industries and applications, including refrigerants, semiconductor manufacturing, data center cooling, nuclear power, protective fibers, healthcare packaging and more. Solstice is recognized for developing next-generation materials through some of the industry's most renowned brands such as Solstice®, Genetron®, Aclar®, Spectra®, Fluka™, and Hydranal™. Partnering with over 3,000 customers across more than 120 countries and territories and supported by a robust portfolio of over 5,700 patents, Solstice’s approximately 4,000 employees worldwide drive innovation in materials science. For more information, visit Advanced Materials .

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

Minimum 1+ year of experience in customer experience, order management, account management, or similar roles

Hands-on experience with order-to-cash processes in a customer-facing environment

Strong problem-solving, analytical, and organizational skills

Proficiency in Excel and working with data/reporting

Excellent English communication skills (written and verbal)

Strong interpersonal skills and a customer-first mindset

High level of accountability, integrity, and teamwork

Bachelor’s degree in Business Administration or a related field

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