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:ProactivenessAssertive communicationOrganization and disciplineEthical conduct and integrityAbout Solenis
We are a chemical industry company dedicated to solving complex challenges in water treatment, process improvement, and hygiene for customers in the consumer, industrial, institutional, food and beverage, and pool and spa water markets — combining people, expertise, and technology. We are a global leader in the production and application of specialty chemicals, focused on delivering sustainable solutions for water-intensive sectors, including consumer, industrial, institutional, food and beverage, and pool and spa markets.
Our mission is to be a true partner and deliver value by solving operational and sustainability challenges with the right people, the right expertise, and the right technology — offering solutions that help preserve natural resources and promote cleaner and safer environments.
At Solenis, you will find an excellent work environment, with autonomy, challenges, and opportunities for growth. We value diversity and are continually working to become a more diverse and inclusive company every day, which is reflected in our hiring processes.
We emphasize that everyone is welcome, regardless of gender, race, sexual orientation, gender identity, age, disability, or any other characteristic. The selected candidate must demonstrate exemplary work ethics and high standards of integrity.
Join the Solenis team!