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 69 manufacturing facilities strategically located around the globe and employs a team of over 16,500 professionals in 130 countries across six continents. Solenis is a 2024 US Best Managed Company, recognized six years in a row.
The Customer Service Representative with English is a key contact for complex customer needs, providing expert support and ensuring high levels of satisfaction and loyalty. This role also involves processing customer orders, bills and accounts, improving service processes, and helping manage overall customer service performance.
(9 Month Fixed - Term Contract)
Responsibilities:
- Handle customer complaints or issues related to sales and ensuring prompt resolution.
- Provide timely responses to customer via phone and email.
- Develop and maintain strong relationships with customers through regular communication.
- Anticipate customer needs and proactively offering solutions or suggestions to enhance their experience.
- Personalize interactions to make customers feel valued and appreciated.
- Monitor customer accounts for any changes or issues and taking proactive steps to address them.
- Identify opportunities to optimize customer accounts and maximize sales potential.
- Handle escalated issues and resolve complex problems effectively.
- Collaborate with other departments to address customer concerns and improve processes.
- Provide feedback to management regarding areas for improvement
- Perform any other tasks related to the function, depending on needs (integrations, projects, etc.)
- Continuously enhancing skills and knowledge through training, workshops, or professional development opportunities.
- Support sales team by answering inquiries, providing information, and assisting with order processing.
- Collaborate with the sales team and business support to identify customer needs and opportunities for upselling.
Qualifications:
- High school diploma or equivalent required.
- Previous experience in customer service or another customer-facing role.
- Strong problem-solving skills with the ability to manage and resolve complex customer issues effectively.
- Proficiency in Microsoft Office applications, particularly Word and Excel.
- Experience with ERP systems (e.g., SAP, JDE, AS400) is an advantage; however, training will be provided.
- Fluent English, with excellent verbal and written communication skills.
Other skills needed:
- Strong decision-making skills
- Ability to adapt to changing situations and handle ambiguity
- Ability to listen to others and understand their needs
- Effective communication and time management skills
- Willingness to collaborate with colleagues across departments to address customer needs and improve service quality.
What We Offer:
- Hybrid working schedule
- Private medical care by Lux-MED
- Life insurance and Travel insurance
- Employee retirement plan (PPE) after trial period
- Sports card (Multisport) - partially employer-funded
- Employee Assistance Program for Employees and Families
We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you.
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