Customer Service Specialist III

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.comor follow us on social media.

POSITION SUMMARY:

TheBilingual French/English, Technical Customer Service Representative is the first point and primary contact for technical support within Diversey and serves as the main point of contact for Customers, End Users, and Internal Sales Representatives. The goal in this role is to provide exceptional technical support surrounding our products and equipment lines. As this role supports internal and external customers, it requires a balance of meeting customer needs and expectations along with company policy and procedures. Our Technical Customer Service Representatives represent the voice of the company and serve as a platform to educate our customers and promote the company by creating opportunities to educate, reduce the need for an in person visit by offering troubleshooting utilizing augmented reality technology, and serving as a concierge of resources. In addition to being customer facing, this role works with various stakeholders including Sales, Service, R&D and Marketing to create an overarching approach to best-in-class customer service.

RESPONSIBILITIES:

Create open communication with customers and field sales & service so that any changes or impact on customer expectations are timely communicated (i.e., timing of service, receipt of replacement parts, reporting)

Answer incoming calls and emails that deal with Customers' needs and expectations, identify and troubleshoot issues, provide product recommendations, educate on product and equipment usage.

As customer issues arrive, 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

Effectively and efficiently address customer's special needs and requirements, including resolution of complaints and issues.

Provide support to field service and sales representatives and customers in the form of MSDS/SDS interpretation, specific product information (properties, usage, test factors etc.), cross reference of products, and standard documentation including product data sheets, titration procedures, labels, etc.

Identify trends with product/equipment issues and partner with cross functional departments to determine root cause and fix.

Draft communications using standard template format using information collected from internal resources such as manufacturing, quality control, supply chain, regulatory, R&D etc. Letters include product content statements, certificate of content, letter of insurance, SARA reporting etc.

Active participant in on-going training to develop expertise. (Subject Matter Expert)

Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns

Proactively develops and manages professional relationships with Customer contacts and internal organizations to develop a network of resources.

Resolves Customer feedback issues and involves the appropriate individuals or groups in the resolution of issues that are beyond the scope of the TCS and ensures closure.

Adheres and follows all related ISO procedures

Communicate frequently with management to escalate issues or concerns.

Approach to make recommendations and implement improvements to existing processes

Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers

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.

At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits which include medical, dental, vision & 401K, 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 the field, consider joining our team.

Solenis is proud to be an Equal Opportunity Affirmative Action Employer, including Minorities / Women/ Veterans / Disabled.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.

Should you require assistance in applying to this opportunity, please reach out to Solenis Talent Acquisition at talentacquisition@solenis.com