Customer Service Specialist III

Solenis•Fort Mill, SC

About The Position

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. POSITION SUMMARY: The Bilingual French/English, Technical Customer Service Representative is the first point and primary contact for technical support within Diversey and serves as the main point of contact for Customers, End Users, and Internal Sales Representatives. The goal in this role is to provide exceptional technical support surrounding our products and equipment lines. As this role supports internal and external customers, it requires a balance of meeting customer needs and expectations along with company policy and procedures. Our Technical Customer Service Representatives represent the voice of the company and serve as a platform to educate our customers and promote the company by creating opportunities to educate, reduce the need for an in person visit by offering troubleshooting utilizing augmented reality technology, and serving as a concierge of resources. In addition to being customer facing, this role works with various stakeholders including Sales, Service, R&D and Marketing to create an overarching approach to best-in-class customer service.

Requirements

Fluent in French and English.
High school diploma or equivalent required; Associate degree or relevant coursework preferred.
0–2 years of experience in Customer Service, Call Center, Help Desk, or other customer-facing role.
Demonstrated interest in technical support with the ability to learn product, equipment, and system knowledge.
Troubleshooting and problem‑solving skills with guidance from documented procedures and senior team members.
Clear verbal and written communication skills with the ability to explain information in a professional, customer‑friendly manner.
Ability to manage multiple tasks, follow established processes, and meet defined KPIs.
Customer‑focused mindset with a willingness to take ownership of issues through resolution or escalation.
Comfortable using standard tools such as CRM systems (SAP, Salesforce), knowledge bases, and Microsoft Office applications.
Ability to follow documented procedures including ISO requirements, policies, and regulatory guidelines.
Willingness to participate in ongoing training and develop foundational subject matter expertise.

Responsibilities

Create open communication with customers and field sales & service so that any changes or impact on customer expectations are timely communicated (i.e., timing of service, receipt of replacement parts, reporting)
Answer incoming calls and emails that deal with Customers’ needs and expectations, identify and troubleshoot issues, provide product recommendations, educate on product and equipment usage.
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
Effectively and efficiently address customer’s special needs and requirements, including resolution of complaints and issues.
Provide support to field service and sales representatives and customers in the form of MSDS/SDS interpretation, specific product information (properties, usage, test factors etc.), cross reference of products, and standard documentation including product data sheets, titration procedures, labels, etc.
Identify trends with product/equipment issues and partner with cross functional departments to determine root cause and fix.
Draft communications using standard template format using information collected from internal resources such as manufacturing, quality control, supply chain, regulatory, R&D etc. Letters include product content statements, certificate of content, letter of insurance, SARA reporting etc.
Active participant in on-going training to develop expertise. (Subject Matter Expert)
Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns
Proactively develops and manages professional relationships with Customer contacts and internal organizations to develop a network of resources.
Resolves Customer feedback issues and involves the appropriate individuals or groups in the resolution of issues that are beyond the scope of the TCS and ensures closure.
Adheres and follows all related ISO procedures
Communicate frequently with management to escalate 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

Benefits

At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits which include medical, dental, vision & 401K, and numerous opportunities for professional growth and development.
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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume