Job Details
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 fouryears in a row. For more information about Solenis, please visit www.solenis.com.
What We're Seeking
The 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 ultimate goal in this role is to provide exceptional technical support surrounding our products and equipment lines. As this role supports both internal and external customers it requires a fine 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 also 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 to troubleshoot 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. Key
What You'll Do
- 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 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, procedures, labels, etc.
- Identify trends with product/equipment issues and partner with cross functional departments to determine root cause and fix
- Complete customer surveys regarding our systems and procedures (quality, manufacturing, ISO, GMP, recall, rework, batch control, etc.)
- 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
- 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 organization 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 provide updates of account progress, product and range development and escalation of 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
What You'll Bring - High School diploma or equivalent with 3+ years of relevant work experience in a Technical Customer Service or Field Service function preferred
- Computer literacy (CRM Tool - SAP, Salesforce, Microsoft Office, Gmail and Google docs)
- Ability to work to report to work on time and perform full shift (as there is a requirement to cover different time zones)
- High-speed internet access for occasional work from home capabilities
- Professional communication skills - Should be able to communicate with customers, internal stakeholders, peers, and vendors both via verbally and via e-mail in a respectful and friendly manner when under stress
- Active listening skills - Ability to ask probing questions, understand concerns and overcome objectives
- Ability to build relationships by phone and e-mail
- Ability to work in a fast-paced environment - Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines
- Attention to detail and accuracy when entering data
- Action orientated - Should be able self-start and follow up on feedback to ensure positive outcomes with a willingness to learn
- Collaborative team player - Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy
- Desire to challenge current processes for improvement
- Comfortable in the implementation and activation of strategies and removing roadblocks along the way.
- Experience and working knowledge of SAP.
- Knowledge of Microsoft office especially Excel
- Ability to travel as needed by the business.
#LI-CS1
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 ...@solenis.com