Customer service rep 12 months contract

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 16,100 professionals in 130 countries across six continents. Solenis is a 2024 US Best Managed Company, recognized three years in a row. For more information about Solenis, please visit www.solenis.com.

Senior Customer Service Representative

Overview: We are seeking a highly experienced and knowledgeable Senior Customer Service Representative to join our team. This role is pivotal in providing exemplary service, supporting team members, contributing to continuous improvement efforts, and cultivating strong relationships with customers to drive satisfaction and loyalty.

Key Responsibilities

• Support the 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.
• Handle customer complaints or issues related to sales, ensuring prompt resolution.
• Develop and maintain strong relationships with customers through regular communication.
• Anticipate customer needs and proactively offer 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 take proactive steps to address them.
• Identify opportunities to optimize customer accounts and maximize sales potential.
• Continuously enhance skills and knowledge through training, workshops, or professional development opportunities.
• Mentor and support junior representatives/specialists, providing guidance and assistance as needed.
• Handle escalated issues and resolve complex problems effectively.
• Ability to multitask and work under pressure.
• Collaborate with other departments to address customer concerns and improve processes.
• Assist in developing training materials and conducting training sessions for junior staff.
• Provide feedback to management regarding areas for improvement.
• Perform any other tasks related to the function, depending on needs (integrations, projects, etc.).
  
  

Qualifications

• High School diploma or equivalent is the minimum requirement.
• Ideally 4+ years of Customer Service Experience (internal/external).
• Fluent in English, with strong written and verbal communication skills.
• Intermediate computer skills with accurate keyboarding skills. Experienced in using MS Word, Excel, Internet applications including email, ERP systems (SAP/JDE/AS400).
• Developed specialized skills or multi-skilled in own work area.
• Ability to manage orders or claims/credits across multiple countries or divisions.
• Expertise in product/account/customer management.
• Advanced problem-solving abilities to handle complex customer issues.
• Strong decision-making skills.
• Ability to adapt to changing situations and handle ambiguity.
• Effective communication and time management skills.
• Comprehensive understanding of the company’s products or services to provide accurate information and support.
• Willingness to collaborate with colleagues across departments to address customer needs and improve service quality.
  
  

Why Join Us?

• Opportunity to work in a dynamic and supportive environment.
• Continuous learning and professional development opportunities.
• Be part of a team that values customer satisfaction and loyalty.
  
  

If you are a dedicated and experienced customer service professional looking to take the next step in your career, we would love to hear from you!

Ready to Make an Impact? We encourage all qualified candidates to apply, regardless of background or experience. At Solenis, we believe in the power of diverse perspectives and are committed to creating an inclusive workplace.

We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you.