Senior Customer Service Representative - Remote Eligible

Senior Customer Service Representative

The Senior 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 relationships 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.

Personalize interactions to make customers feel valued and appreciated.

Monitor customer accounts for any changes or issues and taking proactive steps to address them.

Identify opportunities to optimize customer accounts and maximize sales potential.

Continuously enhancing skills and knowledge through training, workshops, or professional development opportunities.

Mentor and 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.

Assist in developing training materials and conducting training sessions for junior staff.

Provide feedback to management regarding areas for improvement.

Perform any other tasks related to the function, depending on needs (integrations, projects, etc.).

Continuously enhancing skills and knowledge through training, workshops, or professional development opportunities.

Knowledge:

Advanced problem-solving abilities to handle complex customer issues

Strong decision-making skills

Ability to adapt to changing situations and handle ambiguity

Ability to listen to others and understand their needs

Effective communication and time management skills

Comprehensive understanding of the company's products or services to provide accurate information and support.

Willingness to collaborate with colleagues across departments to address customer needs and improve service quality.

Experience:

Leadership skills: Ability to inspire, motivate, and lead a team towards common goals.

Fluent in French and English.

Minimum total work experience of 3 years preferred in people leader role.

Manages order or complaint / credit management in a specific division, country, or set of customers.

Experienced at effectively handling conflict situations.

Acts as a team leader coordinating the work of others but not a formal supervisor.

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.

Is the contact point with the supervisor for escalation or for cascading information to the team.

Supports in the workload balance.

Applies knowledge of business and the marketplace to advance the organization's goals.

Capable to manage a small project.

Advanced computer skills and SAP / ERP knowledge.

Experience:

Recommend 4+ years Customer Service Experience (internal/ external)

Fluent in English and Country language required (depending on the country), with strong written and verbal communication skills

Intermediate computer Skills with accurate keyboarding skills. Experienced in using MS Word, Excel, Internet applications including email, ERP systems (SAP/JDE/AS400)

Has developed specialized skills or is multi-skilled in own work area

Person in this band may:

Manage orders or claims / credits on multiple countries or divisions

Be a Product / Account / Customer expert

Be a user group member

Be a Local team trainer

Be a E-business coordinator

Be Proficient in Continuous Improvement

Be Proficient in Project Management

Education:

High School diploma or equivalent is the minimum requirement.

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 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.