Customer Service Representative

About us

At Diversey -A Solenis Company, we are the pioneer, the facilitator of our clients in a wide range of industries around the globe. We do this with our revolutionary cleaning and hygiene technologies - such as floor care machines, cleaning tools & utensils, and chemicals for Food & Beverage industry.

As an employee

At Diversey, we have a culture with focus on diversity, inclusion, well-being, flexibility and orderliness - where we respect each other, where we as a company have employed the whole person, and where there is room for and understanding of the whole person. We value the great importance of a good social environment, and we prioritize a safe working environment where you can feel safe and comfortable. Employee satisfaction and engagement is very important to us - we want to make sure that you develop and stay with us for many years.

POSITION PURPOSE:

The primary responsibility of the Customer Service Representative is to work as an integral member of the customer services team, to provide excellence in customer care and to move the business to a position of global strength through continuous improvement.

PRINCIPLE DUTIES and TASKS:

Order Management

▪ Act as a Subject Matter Expert for all systems to support colleagues and wider business

▪ Facilitate the sales of the company’s products through up selling and cross selling.

▪ Provide visibility to customers on order status

▪ Enhance work practices and derive efficiency.

▪ To process all orders efficiently, accurately and in line with policies and procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price/sku changes).

▪ To run and follow up on control reports to ensure that the order to payment process is fulfilled.

Complaint Management

▪ Keep customer informed on the complaint status & manage complaints to closure

▪ Collaborate with other departments at regular meetings for continuous reduction in complaints and improvement to total Customer Experience.

Customer Management

▪ Own the region and territory nominated for service offerings and maintain Customer Satisfaction, very important part for this position

▪ Build relationships with key customers

▪ Perform Welcome Calls and follow up on company survey’s to maintain good Customer Relationships.

▪ Become a Customer Expert and support visits and relationship activities with customers as requested.

▪ To handle telephone calls and emails dealing with Customers’ needs and expectations in line with procedures, and according to departmental KPIs.

Sales Support

▪ Act as the first point of escalation.

▪ Collaborate with Sales team to achieve Organization goals

▪ Attend important meetings to improve the service

▪ Review availability with Supply Chain & meet demands of customer

▪ Play a vital role in sales growth which can lead to your growth

Other Tasks

▪ Assist with other areas of the business as required, providing cover where necessary.

▪ Play an active role in company change process through positive communication to internal and external Customers.

▪ To keep the department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.

KNOWLEDGE / COMPETENCY:

▪ Demonstrates self-awareness and initiative

▪ Takes on new opportunities and tough challenges with a sense of urgency

▪ Instills trust by gaining confidence of others

▪ Able to build strong customer relationships and deliver customer-centric solutions

▪ Capable to build collaborative relationships

▪ Strong listening and communication skills

▪ Able to multi-task, prioritize and comfortable with rapid change

▪ Attention to detail and high levels of accuracy

EXPERIENCE/ SKILLS:

▪ 2+ years prior Customer Service Experience or university degree preferred

▪ SAP - ERP system knowledge preferred

▪ Experience building strong Customer relationships

▪ Strong written and verbal communication skills

▪ Experience in order and complaint management

▪ Capable of working in a dynamic team environment

▪ Works within established procedures with a limited level of supervision with an ability to make sound decisions by assessing each situation using standard procedures.

▪ Identifies problems and relevant issues in straightforward situations

We understand that not every candidate will possess every desired qualification listed above. If your experience varies from our outlined requirements, yet you believe you can bring value to the role, we encourage you to apply and share your unique perspective with us. We recognize that our people are our greatest asset. We offer attractive compensation, comprehensive benefits, and abundant opportunities for professional growth and development. If you're passionate about working for a world-class company and enjoy tackling complex challenges, we invite you to consider joining our team. Solenis is committed to fostering an inclusive workplace and is proud to be an Equal Opportunity Affirmative Action Employer. We value diversity and do not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, or disability status

▪ Intermediate to advanced computer Skills, preferably with experience in Gmail and Google docs and Microsoft Word/Excel

▪ Flexible with work hours – if required to cover holiday calendars

▪ Fluency in English is required

▪ This is for a CONTRACTUAL position, probationary depends on performance and business need.

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.

About Us

Solenis is a leading global provider of water and hygiene solutions. The company’s product portfolio includes a broad array of water treatment chemistries, process aids, functional additives, cleaners, disinfectants, and state-of-the-art monitoring, control and delivery 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 78 manufacturing facilities strategically located around the globe and employs a team of over ~23000 professionals in >160 countries across six continents. Solenis is a 2025 Best Managed Company Gold Standard honoree.

For additional information about Solenis, please visit www.solenis.com or follow us on social media.