Senior Customer Service Rep

• Support the sales team by answering inquiries, providing relevant information, and assisting with order processing.
• Collaborate closely with Sales, Business Support, and other stakeholders to identify customer needs and uncover upselling opportunities.
• Handle customer complaints and sales-related issues, ensuring timely and effective resolution.
• Develop and maintain strong customer relationships through proactive and regular communication.
• Anticipate customer needs and proactively propose solutions to enhance the customer experience.
• Personalize customer interactions to ensure a high level of engagement and satisfaction.
• Monitor customer accounts for changes, risks, or issues and take proactive corrective actions.
• Identify opportunities to optimize customer accounts and maximize sales potential.
• Handle escalated and complex customer issues with a high level of ownership.
• Collaborate with cross-functional teams (Finance, Supply Chain, Sales) to resolve customer concerns and improve processes.
• Contribute to continuous improvement initiatives within Customer Service and Order-to-Cash processes.
• Mentor and support junior team members by providing guidance, coaching, and training.
• Assist in the development of training materials and support the onboarding of new team members.
• Provide structured feedback to management on process gaps and improvement opportunities.
• Participate in projects, integrations, and system implementations (e.g. Vistex, process changes).
• Continuously develop skills through training and professional development opportunities.
• Drive or contribute to initiatives aimed at reducing claims and improving order accuracy.

• Minimum of 4+ years of Customer Service experience (internal and/or external).
• Fluency in English and French is required, supported by strong written and verbal communication skills. As this role supports the Benelux region, Dutch is a strong advantage.
• Solid experience in Order-to-Cash (OTC) processes, including:
  Order management, Claims and credit handling, Customer account management.
• Hands-on experience with ERP and CRM systems, including:
  SAP (order and customer management), Salesforce (case and customer interaction management).
• Strong computer skills, including MS Office (Excel, Word) and general digital tools.
• Demonstrated ability to: manage complex tasks across multiple countries or business units, act as a subject matter expert (product, customer, or process)
  support continuous improvement initiatives, contribute to or lead small projects.
• May act as a: Local team trainer, Key user / system expert, E-business or digital support coordinator.
• Experience or affinity with technical products such as specialty chemicals, hygiene solutions, water treatment, or industrial applications is considered a strong advantage.

• Advanced problem-solving skills with the ability to handle complex customer situations
• Strong decision-making skills and a high level of ownership
• Ability to work in a fast-changing environment and manage ambiguity
• Strong listening and interpersonal skills
• Excellent communication and time management skills
• Solid understanding of Customer Service and Order-to-Cash processes
• Good knowledge of systems such as SAP and Salesforce
• Strong cross-functional collaboration skills
• Customer-focused mindset with a proactive approach

Benefits

• Hybrid working schedule - office in Warsaw (Poland) has earned WELL Platinum Certification from the International WELL Building Institute
• Private medical care by Lux-MED
• Life insurance by UNUM
• PPE after trial period
• Sports card (Multisport)
• Company Social Fund

Solenis is proud to be an employer that gives equal consideration to all candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or disability status.

At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or the field, consider joining our team.

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