Customer Service Representative

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Customer Service Representative

Apply locations Campinas, Brazil time type Full time posted on Posted 2 Days Ago time left to apply End Date: April 18, 2025 (15 days left to apply) job requisition id R0019605

POSITION SUMMARY

The Customer Service Representative is a customer facing role within Diversey and serves as the main point of contact for our internal sales team and external customers. The ultimate goal in this role is to provide excellent customer service to both internal and external customers which requires a fine balance of customer needs and expectations with company policy and procedures. Our Customer Service Representatives not only represent the voice of the company but also serve as a platform to educate our customers and promote the company by creating opportunities to up sell, cross sell and serve as a concierge of resources. In addition to being a customer facing, this role works with various stakeholders including Sales, Finance and Marketing to create an overarching approach to best in class customer service.

KEY RESPONSIBILITIES

1. Create open communication with customers and field so that any changes or impact on customer expectations are timely communicated (i.e. shortages, price or SKU discrepancies, etc)
2. Answer incoming calls that deal with Customers’ needs and expectations
3. As customer issues arise, take ownership of concern(s) and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfaction
4. Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns
5. Serve as the main point of contact for Sales Team for all issues relating to the order and distribution process
6. Process orders timely and accurately making note of special instructions
7. Accurate and timely reporting of Day-In-The-Life reports to ensure order to payment process is fulfilled
8. Promote and expand company products through cross selling and up selling techniques
9. Assist with other areas of the business as required including back up support for other team members when necessary
10. Communicate frequently with management to provide updates of account progress, product and range development and escalation of issues or concerns
11. Approach to make recommendations and implement improvements to existing processes
12. Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers
13. Create open lines of communication via phone/e-mail with Account Managers to enable complete visibility of key customer issues

REQUIRED QUALIFICATIONS:

1. Fluency in English with exceptional written and verbal communication skills
2. High school diploma or equivalent, Associate and/or Bachelor’s degree preferred
3. 5+ years of relevant work experience in a Customer Service and/or Account Management function preferred
4. Computer literacy (SAP, SalesForce, Microsoft Office, Gmail and Google documents)
5. Ability to work to report to work on time and perform full shift (as there is a requirement to cover different time zones shift times may end as late as 7:00pm Eastern Standard Time)
6. High speed internet access for occasional work from home capabilities
7. Ability to work on local holidays to support the North American business.

ADDITIONAL QUALIFICATIONS:

1. Professional communication skills – Should be able to communicate with peers, customers and vendors both via verbally and via e-mail in a respectful and friendly manner when under stress
2. Active listening skills – Ability to ask probing questions, understand concerns and overcome objectives
3. Ability to build relationships by phone and e-mail
4. Ability to work in a fast paced environment – Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines
5. Attention to detail - Should be able to complete accurate data entry tasks
6. Action orientated - Should be able self-start and follow up on feedback to ensure positive outcomes with a willingness to learn
7. Collaborative team player - Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy
8. Desire to challenge current processes for improvement

Why work here?

At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation; comprehensive benefits, including medical, dental and vision insurance and a 401(k) plan; and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or in the field, consider joining our team.

Solenis is proud to be an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or protected veteran status and will not be discriminated against on the basis of disability.

Introduce Yourself

Not seeing a role that best fits your career goals? Introduce yourself to our Talent Acquisition team with a brief note on how you believe you can best apply your skills and bring value to Solenis.

About Us

Solenis is a leading global producer of specialty chemicals focused on delivering sustainable solutions for water-intensive industries, including consumer, industrial, institutional, food and beverage, and pool and spa water markets. Owned by Platinum Equity, the company’s product portfolio includes a broad array of water treatment chemistries, process aids, functional additives, and cleaners and disinfectants, as well as state-of-the-art monitoring and control systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments.

Headquartered in Wilmington, Delaware, the company has 71 manufacturing facilities strategically located around the globe and employs a team of over 15,400 professionals in 130 countries across six continents.

Solenis is a 2023 US Best Managed Company.