Customer Service Representative | Lapa/SP

Solenis LLC; United States; Hybrid; USD 12,000 - 17,000; Full time

Job summary

Solenis is seeking a Customer Service Representative in São Paulo in a hybrid role to serve as the main contact for internal sales teams and external customers. The role involves educating customers and promoting Solenis products, while coordinating with Sales, Finance and Marketing to deliver best-in-class service.

You will educate customers, seek upsell opportunities, and work across departments to ensure customer satisfaction and timely issue resolution.

Qualifications

• Fluency in English with strong written and verbal communication.
• Bachelor's degree or higher preferred.
• 5+ years in a Customer Service and/or Account Management function or related.
• Proficient in SAP, Salesforce, Microsoft Office, Gmail, and Google Docs.
• Able to work across time zones with potential evening shifts (ET).
• Reliable internet access for occasional work from home.
• Willingness to cover local holidays for NA operations.
• Strong communication, listening and relationship-building skills.
• Ability to multi-task in a fast-paced environment with accuracy.
• Attention to detail and proactive problem solving.
• Team player with initiative to improve processes.

Responsibilities

• Own customer issues from intake to resolution within KPIs.
• Identify and process invoice corrections.
• Reduce invoice disputes with cross-functional teams.
• Process credit/debit memos to fix payments.
• Communicate root causes to stakeholders to prevent repeats.
• Report Day-In-The-Life data for order-to-payment processes.
• Back up other team members when needed.
• Provide updates to management on account progress.
• Suggest improvements to current processes.
• Participate in meetings to improve service to customers.
• Communicate openly with Account Managers to ensure visibility of issues.

Skills

Fluency in English

5+ years experience

SAP

Salesforce

Microsoft Office

Gmail & Google Docs

Punctuality

Remote work capable

Holiday coverage

Professional communication

Active listening

Phone & email relationship building

Fast-paced environment

Attention to detail

Self-starter

Collaborative team player

Process improvement mindset

Education

High school diploma or equivalent / Associate or Bachelor's preferred

Tools

SAP

Salesforce

Microsoft Office

Gmail

Google Docs

Job description

Position: Customer Service Representative

Location: São Paulo/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

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‑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.

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.

Come join the Solenis team!