Position: Sr. Bilingual Customer Service Representative

Work Location: Campinas/SP
Work Model: Hybrid

Key Responsibilities:

• Establish open communication with customers and field teams to ensure any changes or impacts on customer expectations are communicated in a timely manner (e.g., shortages, price or SKU discrepancies, etc.).
• Handle incoming calls related to customer needs and expectations.
• As customer issues arise, take ownership of concerns and resolve them within Key Performance Indicators (KPIs), coordinating with other departments when necessary to ensure complete customer satisfaction.
• Address customer concerns with an ownership mindset, identifying root causes and communicating with stakeholders to prevent similar issues in the future.
• Serve as the main point of contact for the Sales team regarding all matters related to the order and distribution process.
• Process orders accurately and promptly, noting any special instructions.

Main Activities:

• Accurately and promptly report Day-In-The-Life updates to ensure the order-to-cash process is completed.
• Promote and expand company products through cross-selling and up-selling techniques.
• Support other areas of the business as needed, including providing backup support to other team members.
• Communicate frequently with management to provide updates on account progress, product and portfolio development, and escalation of issues or concerns.
• Recommend and implement improvements to existing processes.
• Actively participate in relevant meetings to identify ways to enhance the service offered to internal and external customers.
• Maintain open lines of communication via phone/email with Account Managers to ensure full visibility of key customer issues.

Technical Requirements:

• Fluency in English and French, with exceptional written and verbal communication skills.
• High school diploma or equivalent; technical or higher education preferred.
• More than 5 years of relevant experience in Customer Service and/or Account Management is desirable.
• Digital literacy (SAP, Salesforce, Microsoft Office, Gmail, and Google documents).
• Ability to arrive on time and complete full shifts (as coverage for multiple time zones may require working as late as 7:00 PM Eastern Standard Time).
• High-speed internet access for occasional work-from-home days.
• Availability to work on local holidays to support North American operations.

Behavioral Requirements:

• Proactiveness
• Assertive communication
• Organization and discipline
• Ethical conduct and integrity

Sobre a Solenis

Somos uma indústria química que diariamente se propõe a resolver desafios complexos no tratamento de água, melhoria de processos e de higiene para clientes nos mercados de consumo, industrial, institucional, alimentos e bebidas e água de piscinas e spas, por meio de pessoas, experiência e tecnologia. Somos líderes globais na produção e aplicação especialidades químicas com foco no fornecimento de soluções sustentáveis para setores com uso intensivo de água, incluindo os mercados de consumo, industrial, institucional, de alimentos e bebidas, e de água de piscinas e spas.

Nossa missão é ser um parceiro e entregar valor ao resolver desafios operacionais e de sustentabilidade com as pessoas certas, a experiência certa e a tecnologia certa com soluções que ajudam a preservar os recursos naturais e promovem ambientes mais limpos e seguros

Na Solenis você encontrará um excelente ambiente de trabalho, com autonomia, desafios e oportunidades de crescimento. Valorizamos a diversidade e estamos na constante caminhada para nos tornarmos uma empresa mais diversa e inclusiva a cada dia, isso reflete-se em nossos processos seletivos.

Reforçamos que todas as pessoas são bem-vindas, independente de gênero, raça, orientação sexual, identidade de gênero, idade, deficiência ou qualquer outra característica. O (a) candidato (a) selecionado (a) deverá ter uma ética de trabalho exemplar e altos padrões de integridade.

Venha fazer parte do time Solenis!