Senior Customer Service Representative

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Customer Service Representative with Italian remote type Hybrid locations Bucharest, Romania time type Full time Diversey - 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 70 manufacturing facilities strategically located around the globe and employs a team of over 16,500 professionals in 130 countries across six continents. Solenis is a 2025 Best Managed Company Gold Standard honouree. For more information about Solenis, please visit www.solenis.com The Senior Customer Service Rep serves as a more experienced and knowledgeable point of contact for customers compared to entry-level CSRs. Their overview and overall purpose involve; Advanced Issue Resolution, Mentorship and Training, Process improvement, and Customer Service Management. The purpose of Senior CSRs is to provide exemplary service, support their team members, contribute to continuous improvement efforts, and cultivate strong relationship with Customers to drive satisfaction and loyalty. Key Accountabilities: - Manage customer orders end‑to‑end, from order receipt through delivery and returns. - Monitor order status and coordinate with production plants, warehouses, logistics providers, and internal teams. - Handle customer inquiries related to orders, deliveries, and complaints. - Own the end‑to‑end complaint management process using internal claims systems. - Track and analyze complaint status through reports to ensure timely resolution. - Proactively resolve customer complaints or requests in coordination with cross‑functional teams and external partners, including escalation handling via written communication and internal voice support tools. - Provide clear and consistent updates to customers regarding order and complaint status. - Support the sales team by responding to inquiries, assisting with order processing, and identifying customer needs. - Build and maintain strong customer relationships through effective communication and proactive account monitoring. - Work cross‑functionally to improve customer service processes and provide structured feedback to management. Experience & Skills: - Minimum 4 years of customer service experience (internal or external). - Fluent in English and Italian, with excellent verbal and written communication skills. - Intermediate computer skills; Knowledge of Microsoft Word, Excel, SAP /Salesforce(will be an advantage) - Strong problem-solving, decision-making, and communication skills. - Ability to adapt to changing environments and work collaboratively across teams. - Knowledgeable about company products/services to provide accurate support.

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