Customer Service Leader

Daramic, LLC; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Daramic LLC in Charlotte, NC (remote or hybrid) is seeking a Customer Solutions Leader to strengthen customer partnerships and drive meaningful business impact. You will serve as the primary owner for strategic customer issues, ensuring prompt, thoughtful resolution across order fulfillment, product quality, delivery performance, and technical support.

The successful candidate will lead cross-functional teams, leverage data insights, build global relationships, and turn complex customer

Qualifications

• Associate’s degree with 6–8 years of related experience.
• Bachelor’s degree with 3–5 years of related experience.

Responsibilities

• Own issue resolution from initiation through customer acceptance of closure.
• Lead cross-functional response teams to investigate and resolve issues.
• Analyze customer, operational, quality and supply chain data to identify trends and risks.
• Present findings and recommendations to customers and Daramic Leadership.
• Coordinate and test performance of Daramic materials to validate customer claims.

Skills

Customer Relationship Management

Customer Issue Ownership

AGM knowledge

Education

Associate’s degree

Bachelor’s degree

Job description

For over 85 years, Daramic LLC has led the way in developing new and innovative technology for the lead acid battery market. With headquarters in Charlotte, North Carolina, USA— Daramic supplies high-performance battery separators to the lead acid battery industry. Daramic is a leading global high technology company specializing in microporous membranes.

Reporting Relationships

Report to:Director of Supply Chain

About the Role

As Daramic continues to support a high-growth category in North America, the Customer Solutions Leader will play an exciting and highly visible role in strengthening customer partnerships and driving meaningful business impact.

The role may be remote or hybrid depending on the candidate’s location and business needs.

This position serves as the primary owner for strategic customer issues, helping ensure prompt, thoughtful resolution of concerns related to order fulfillment, product quality, delivery performance, and technical support.

The ideal candidate will bring energy, curiosity, and a solutions-focused mindset to lead cross-functional teams, leverage data insights, build strong global relationships, and turn complex customer challenges into opportunities for improvement and growth.

REQUIRED SKILLS/ABILITIES

Customer Relationship Management

• Build strong partnerships with key customer stakeholders
• Support customer visits, audits, and business reviews
• Act as the voice of the customer within the organization

Customer Issue Ownership

• Serve as the single point of contact for customer concerns and escalations
• Own issue resolution from initiation through customer acceptance of closure
• Communicate progress, risks, and action plans to customers and internal teams
• Facilitate customer review meetings and escalation discussions
• Lead cross-functional response teams to investigate and resolve customer issues
• Establish action plans, timelines and accountability for issue resolution
• Track critical customer initiatives and ensure timely completion of deliverables
• Lead root cause investigations utilizing methodologies such as 8D, DMAIC, CAPA, 5 Why and more
• Validate corrective actions and ensure sustainable implementation
• Monitor custom complaint trends and identify systemic improvement opportunities
• Analyze customer, operational, quality and supply chain data to identify trends and risks
• Present findings and recommendations to customers and Daramic Leadership

Additional Preferred Skills/Knowledge

• Core understanding of Absorbent Glass Mat (AGM), lead batteries & separator technologies

EXPECTATIONS

• This role is accountable for ensuring strategic customer issues are resolved quickly and effectively.The successful candidate will function as a customer advocate, project leader and business problem solver, coordinating resources across the global organization to deliver exceptional customer experiences.Build strong customer relationships
• Document, track and report out on customer satisfaction performance across the US/North American customer base
• Help manage claims through utilization of DCPs (Daramic Core Processes)
• Coordinate and test performance of Daramic materials as needed to validate customer claims
• Spearhead customer requirements for sales including PPAP, audits, sample requests, and product testing
• Drive internal teams through influence to advance and close on customer needs
• Collect plant and supplier responses for root cause and corrective action plans, validate effectiveness and close the loop with customers
• Effectively communicate issues throughout all levels of the Daramic business

General office environment. Could also be remote or hybrid depending on location. Work is generally sedentary in nature but may require standing and walking for up to 30% of the time. Lighting and temperature are adequate. Work is generally performed within an office environment, with standard equipment available. Based on customer query, travel may be required to customer sites or even manufacturing locations abroad. Exerting up to 50 pounds of force occasionally and/or a negligible amount to force frequently to lift, carry, push, pull, or otherwise move objects including the human body.

CANDIDATE REQUIREMENTS

Minimum Education and Professional Experience

• Associate’s degree and 6-8 years of related experience
• Bachelor’s degree and 3-5 years of related experience