Senior Customer Service Representative

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 70 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 2025 Best Managed Company Gold Standard honouree. For more information about Solenis, please visit www.solenis.com

About The Role

The Customer Service Representative serves as a more experienced and knowledgeable point of contact for customers compared to entry-level CSRs. Their overview and overall purpose involve, Advanced Issue Resolution, Mentorship and Training, Process improvement, and Customer Service Management. The purpose of Senior CSRs is to provide exemplary service, support their team members, contribute to continuous improvement efforts, and cultivate strong relationship with Customers to drive satisfaction and loyalty.

Key Responsibilities:

• 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.
• Handle customer complaints or issues related to sales and ensuring prompt resolution.
• Develop and maintain strong relationships with customers through regular communication.
• Anticipate customer needs and proactively offering solutions or suggestions to enhance their experience.
• Identify opportunities to optimize customer accounts and maximize sales potential.
• Support junior representatives/specialists, providing guidance and assistance as needed.
• Handle escalated issues and resolve complex problems effectively.
• Collaborate with other departments to address customer concerns and improve processes.
• Perform any other tasks related to the function, depending on needs (integrations, projects, etc.).

Experience:

• Fluent in French and English language required, with strong written and verbal communication skills
• Minimum total work experience of 1 year experience in Customer Service roles.
• Experienced at effectively handling conflict situations.
• Suggests improvements to existing processes and solutions.
• Identifies and solves problems, which may be brought from other functions, and is consulted from TCS admins/ TCS Planner when problems arise with little or no precedent.
• Intermediate computer Skills with accurate keyboarding skills. Experienced in using MS Word, Excel, Internet applications including email, ERP systems (SAP/JDE/AS400)

Benefits:

• Benefit platform    
• Life Insurance  
• Private Medical Care  
• Holiday Allowance  
• Christmas and Easter Bonus  
• Extra vacation days (Birthdays and 1 additional day added every year of employment)  
• Annual Bonus (Target based)

 

Why Join Us?  At Solenis, you will be part of a dynamic, international team, working on innovative solutions that shape the professional cleaning and hygiene industry. We offer exciting career growth opportunities in a global organization that values innovation, sustainability, and collaboration.  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 our greatest asset are our people. That is why we offer competitive compensation, comprehensive benefits 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.