About The Role

Position: Sr. Bilingual Customer Service Representative

Work Location: Campinas/SP

Work Model: Hybrid

Key Responsibilities

Establish open communication with customers and field teams to ensure any changes or impacts on customer expectations are communicated in a timely manner (e.g., shortages, price or SKU discrepancies, etc.).
Handle incoming calls related to customer needs and expectations.
As customer issues arise, take ownership of concerns and resolve them within Key Performance Indicators (KPIs), coordinating with other departments when necessary to ensure complete customer satisfaction.
Address customer concerns with an ownership mindset, identifying root causes and communicating with stakeholders to prevent similar issues in the future.
Serve as the main point of contact for the Sales team regarding all matters related to the order and distribution process.
Process orders accurately and promptly, noting any special instructions.

Main Activities

Accurately and promptly report Day-In-The-Life updates to ensure the order-to-cash process is completed.
Promote and expand company products through cross-selling and up-selling techniques.
Support other areas of the business as needed, including providing backup support to other team members.
Communicate frequently with management to provide updates on account progress, product and portfolio development, and escalation of issues or concerns.
Recommend and implement improvements to existing processes.
Actively participate in relevant meetings to identify ways to enhance the service offered to internal and external customers.
Maintain open lines of communication via phone/email with Account Managers to ensure full visibility of key customer issues.

Technical Requirements

Fluency in English and French, with exceptional written and verbal communication skills.
High school diploma or equivalent; technical or higher education preferred.
More than 5 years of relevant experience in Customer Service and/or Account Management is desirable.
Digital literacy (SAP, Salesforce, Microsoft Office, Gmail, and Google documents).
Ability to arrive on time and complete full shifts (as coverage for multiple time zones may require working as late as 7:00 PM Eastern Standard Time).
High-speed internet access for occasional work-from-home days.
Availability to work on local holidays to support North American operations.

Behavioral Requirements

Proactiveness
Assertive communication
Organization and discipline
Ethical conduct and integrity

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!