Diversey - 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 honoree. For more information about Solenis, please visit www.solenis.com

Position Overview:
The Senior Customer Service Representative serves as an experienced and knowledgeable point of contact for customers, providing advanced issue resolution, mentorship and training to junior staff, process improvement, and overall customer service management. This role is pivotal in delivering exemplary service, supporting the team, driving continuous improvement initiatives, and cultivating strong customer relationships to enhance satisfaction and loyalty.

Key Responsibilities:

Support the sales team by promptly answering inquiries, providing accurate information, and assisting with order processing.

Collaborate with sales and business support teams to identify customer needs and uncover upselling opportunities.

Handle and resolve escalated customer complaints or issues related to sales quickly and effectively.

Develop and maintain strong, trust-based relationships with customers through regular communication.

Proactively anticipate customer needs, offering tailored solutions and suggestions to enhance their experience.

Personalize customer interactions to ensure clients feel valued and appreciated.

Monitor customer accounts for changes or potential issues, taking proactive steps to address them.

Identify opportunities to optimize customer accounts and maximize sales potential.

Continuously enhance skills and knowledge through training, workshops, and professional development.

Mentor and support junior customer service representatives by providing guidance and assistance.

Collaborate with cross-functional teams to resolve customer concerns and improve internal processes.

Assist in developing training materials and conducting sessions for junior team members.

Provide constructive feedback to management regarding service or process improvement areas.

Participate in projects, system integrations, or other tasks as needed to support overall business objectives.

Education and Experience:

Minimum: High School diploma or equivalent.

Recommended: 2-3+ years of customer service experience (internal or external).

Fluent in English (additional languages beneficial depending on location), with strong written and verbal communication skills.

Intermediate computer skills including accurate keyboarding; proficient with MS Word, Excel, email, internet applications, and ERP systems (e.g., SAP, JDE, AS400).

Developed specialized or multi-skilled expertise within the customer service domain.

Benefits 

Meal Vouchers

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 Diversey, 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. 
 
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