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.