Handle customer complaints or issues related to sales and ensuring prompt resolution.
Develop and maintain strong relationships with customers through regular communication.
Anticipate customer needs and proactively offering solutions or suggestions to enhance their experience.
Personalize interactions to make customers feel valued and appreciated.
Monitor customer accounts for any changes or issues and taking proactive steps to address them.
Identify opportunities to optimize customer accounts and maximize sales potential.
Handle escalated issues and resolve complex problems effectively.
Collaborate with other departments to address customer concerns and improve processes.
Provide feedback to management regarding areas for improvement
Perform any other tasks related to the function, depending on needs (integrations, projects, etc.)
Continuously enhancing skills and knowledge through training, workshops, or professional development opportunities.
Support sales team by answering inquiries, providing information, and assisting with order processing.
Collaborate with the sales team and business support to identify customer needs and opportunities for upselling.
Requirements
High School diploma or equivalent
Recommend 4+ years Customer Service Experience (internal/ external)
Advanced problem-solving abilities to handle complex customer issues
Experienced in using MS Word, Excel, Internet applications including email
ERP systems (SAP/JDE/AS400) is beneficial but training will be provided.
Fluent in English with strong written and verbal communication skills
Other skills needed
Strong decision-making skills
Ability to adapt to changing situations and handle ambiguity
Ability to listen to others and understand their needs
Effective communication and time management skills
Willingness to collaborate with colleagues across departments to address customer needs and improve service quality.
We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you.
Additional Information
Diversey - A Solenis Company
Diversey supports customers across a wide range of industries with innovative cleaning and hygiene technologies, including floor care machines, cleaning tools, and advanced chemical solutions for the Food & Beverage sector. As part of Solenis, we continue a century-long legacy of protecting what matters most: people, resources, and the planet.
We're currently looking for a Customer Service Representative.
Position Summary
A Customer Service Rep serves as a more experienced and knowledgeable point of contact for customers. Their overview and overall purpose involve; Advanced Issue Resolution, Process improvement, and Customer Service Management. The purpose of CSRs is to provide service, contribute to continuous improvement efforts, and cultivate strong relationship with Customers to drive satisfaction and loyalty.
Solenis · Northampton, UK