Customer Solutions Leader

Daramic; Charlotte (NC); Ibrido; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Daramic LLC is seeking a Customer Solutions Leader to act as a key advocate for North American customers, driving resolution of complex quality, delivery, and technical support issues. The role emphasizes cross-functional leadership, data-driven decision making, and strong customer relationships.

The position offers a strategic, high-visibility path within a global organization, with flexible remote or hybrid work depending on location and business needs.

Competenze

• Associate’s or Bachelor’s degree with related experience.
• 6–8 years for Associate’s level; 3–5 years with Bachelor’s degree.

Mansioni

• Own strategic customer issues and drive resolution end-to-end.
• Lead cross-functional response teams to investigate and resolve customer issues.
• Communicate progress, risks, and action plans to customers and internal teams.
• Spearhead customer requirements for sales, PPAP, audits and product testing.

Conoscenze

Customer partnerships

Customer visits

Voice of customer

Issue ownership

Cross-functional leadership

Formazione

Bachelor’s degree

Associate’s degree

Strumenti

8D methodology

DMAIC

CAPA

Descrizione del lavoro

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.

Requirements

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

WORKING CONDITIONS

General office environment. 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

Summary

Daramic is seeking a Customer Solutions Leader to serve as a key customer advocate and strategic problem solver for our North American customer base. This highly visible role will lead cross-functional teams to resolve complex customer issues related to quality, delivery, technical support, and order fulfillment while strengthening customer relationships and driving continuous improvement. The ideal candidate will bring strong manufacturing or industrial customer support experience, structured problem-solving skills, data-driven decision making, and the ability to influence teams across a global organization.