Senior Customer Service Representative

Responsibilities

• Manage customer orders end-to-end, from order receipt through delivery and returns.
• Handle customer inquiries related to orders, deliveries, complaints, and escalations.
• Own and manage the end-to-end complaint process, including tracking, reporting, and ensuring timely resolution.
• Proactively resolve customer issues and complaints in coordination with cross-functional teams and external partners.
• Provide clear and consistent updates to customers regarding order and complaint status.
• Support the sales team by answering inquiries, assisting with order processing, and resolving customer issues promptly.
• Manage phone interactions with customers and sales teams, ensuring continuous support via voice tools.
• Monitor order status and coordinate with production plants, warehouses, logistics providers, and internal teams.
• Collaborate with sales and business support teams to identify customer needs and upselling opportunities.
• Work cross-functionally to improve customer service processes and provide structured feedback to management.
• Mentor junior team members and support training and development.
• Participate in projects, integrations, and continuous personal development.

Requirements

• Minimum 4 years of customer service experience
• Fluent in English, with excellent verbal and written communication skills.
• Intermediate computer skills; proficient in MS Office, ERP systems (SAP/JDE/AS400) Salesforce is a plus.
• 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.
• Perks of working with us!
• Competitive salary, bonuses & benefits budget
• Competitive Private Health and Life plans
• Recharge with extra vacation days & holiday allowance
• Hybrid working & great office space
• Why Join Us?
• We understand that candidates will not meet every single desired qualification . If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you.
• Should you require assistance in applying to this opportunity, please reach out to Solenis HR team at hr.romania@solenis.com.

Benefits

Additional Information

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. 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. At Diversey Romania - A Solenis Company, we are the pioneer, the facilitator of our clients in a wide range of industries around the globe. We do this with our revolutionary cleaning and hygiene technologies - such as floor care machines, cleaning tools & utensils, and chemicals. 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. For additional information about Solenis, please visit www.solenis.com or follow us on social media. Position Summary - We are looking for Senior Customer Service Representative. The Senior Customer Service Representative serves as a more experienced and knowledgeable point of contact for customers compared to entry-level CSRs. 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.

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