Senior Customer Service Representative with Italian

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 Representative 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.
• Handle customer inquiries related to orders, deliveries, complaints, and escalations.
• Support the sales team by answering inquiries, assisting with order processing, and resolving customer issues promptly.
• 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.
• 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.
• Build and maintain strong customer relationships through effective communication and proactive account monitoring.
• Monitor customer accounts for changes or issues and proactively offer solutions to maximize sales potential.
• 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.

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.

Benefits

• Edenred Benefits Package
• Life Insurance
• Private Medical Care
• Holiday Allowance
• Christmas and Easter Bonus
• Extra vacation days (Birthdays and 1 additional day added every year of employment)
• Annual Bonus (Target based)

Why Join Us?

At Diversey, you will be part of a dynamic, international team, working on innovative solutions that shape the professional cleaning and hygiene industry. We offer exciting career growth opportunities in a global organization that values innovation, sustainability, and collaboration.

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.

At Solenis our greatest asset are 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.