Customer Service Representative 9 MFTC

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 relationships with customers to drive satisfaction and loyalty.

Key Responsibilities

• 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 offer 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 take 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 enhance skills and knowledge through training, workshops, or professional development opportunities.
• Support the 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.

Qualifications

• High School diploma or equivalent.
• Recommend 4+ years Customer Service Experience (internal/external).
• Advanced problem‑solving abilities to handle complex customer issues.
• Experience using MS Word, Excel, internet applications including email, ERP systems (SAP/JDE/AS400) – training will be provided.
• Fluent in English with strong written and verbal communication skills.
• 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.

Benefits

• Competitive compensation.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) retirement plan.
• Opportunities for professional growth and development.

Equal Opportunity Employer

Diversey – Solenis is proud to be an Equal Opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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