Hybrid Customer Success & Support Specialist

Solenis; 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

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.