Customer Service Representative | Barra Funda/SP

5500 Solenis Especialidades Quimicas Ltda; São Paulo; Hybrid; BRL 36,000 - 60,000; Full time

Job summary

Solenis is seeking a Customer Service Representative in Barra Funda, SP, to be a hybrid, customer-facing liaison between internal sales and external customers. You will educate customers and identify upsell opportunities while coordinating with Sales, Finance, and Marketing to ensure best-in-class service.

Ideal candidates have English fluency, a strong educational background, and 5+ years in customer service or account management.

Qualifications

• Fluent English with strong written and spoken communication.
• Diploma or degree preferred; education as above.
• 5+ years in Customer Service/Account Management.
• Experience with SAP, Salesforce and MS Office.
• Willingness to cover varied time zones and occasional home-office.

Responsibilities

• Own customer issues from start to resolution with KPI alignment.
• Identify and process invoice corrections.
• Support reducing invoice disputes with cross-functional teams.
• Process credit/debit memos to fix payment issues.
• Communicate root causes and escalate as needed.
• Report Day-In-The-Life data to ensure order-to-cash is complete.
• Back up support and cross-train with team members.

Skills

Fluency in English

Punctuality and reliability

Professional communication

Active listening

Relationship building (phone/email)

Multi-tasking and prioritization

Attention to detail

Self-start / initiative

Team player

Education

High school diploma or equivalent; Associate/Bachelor preferred

Tools

SAP

Salesforce

Microsoft Office

Gmail

Google Docs

Job description

Position: Customer Service Representative Location: Barra Funda/SP Work Location: Hybrid

POSITION SUMMARY

The Customer Service Representative is a customer facing role within Solenis and serves as the main point of contact for our internal sales team and external customers. The ultimate goal in this role is to provide excellent customer service to both internal and external customers which requires a fine balance of customer needs and expectations with company policy and procedures. Our Customer Service Representatives not only represent the voice of the company but also serve as a platform to educate our customers and promote the company by creating opportunities to up sell, cross sell and serve as a concierge of resources. In addition to being a customer facing, this role works with various stakeholders including Sales, Finance and Marketing to create an overarching approach to best in class customer service.

KEY RESPONSIBILITIES

• 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
• Identify and process invoice corrections
• Support reduction in the amount of invoice disputes, working with finance, commercial and Supply Chain / Logistics
• Process credit / debit memos to correct internal issues affecting customer’s payments
• Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns
• Accurate and timely reporting of Day-In-The-Life reports to ensure order to payment process is fulfilled
• Assist with other areas of the business as required including back up support for other team members when necessary
• 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
• Create open lines of communication via e-mail with Account Managers to enable complete visibility of key customer issues

REQUIRED QUALIFICATIONS

• Fluency in English with good written and verbal communication skills
• High school diploma or equivalent, Associate and/or Bachelor’s degree preferred
• 5+ years of relevant work experience in a Customer Service and/or Account Management function preferred
• Computer literacy (SAP, SalesForce, Microsoft Office, Gmail and Google documents)
• Ability to work to report to work on time and perform full shift (as there is a requirement to cover different time zones shift times may end as late as 7:00pm Eastern Standard Time)
• High speed internet access for occasional work from home capabilities
• Ability to work on local holidays to support the North American business.
• Professional communication skills – Should be able to communicate with peers, customers 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 - Should be able to complete accurate data entry tasks
• 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

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! At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation; comprehensive benefits, including medical, dental and vision insurance and a 401(k) plan; 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 in the field, consider joining our team.

DEI STATEMENTS

Solenis is proud to be an equal opportunity and affirmative action employer.

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.

MORE ABOUT SOLENIS

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 78 manufacturing facilities strategically located around the globe and employs a team of over ~23000 professionals in >160 countries across six continents.

Solenis is a 2025 Best Managed Company Gold Standard honoree.

For additional information about Solenis, please visit www.solenis.com or follow us on social media.