About us
In July 2023, Diversey was bought by Solenis. The agreement unites two of the industry's heavyweights with activities in related and highly complementary markets. Solenis produces sustainable specialty chemicals for water-intensive industries, while Diversey specializes in providing solutions and technologies within cleaning, hygiene and infection prevention.
With the acquisition, Solenis has activities in over 130 countries, with 71 production facilities and over 15,000 employees. In 2024, Solenis is recognized as a US Best Managed Company for the third consecutive year. For over 100 years, Diversey has worked to further develop and adapt its wide range of cleaning and hygiene solutions.
Solutions include patented cleaning agents, dosing and dispensing equipment, floor machines, digital monitoring systems, services and advice. Business served: Facility Management, Building Service Contractors, Foodservice, Hospitality, Public Sector, Healthcare, Channel Partners, etc.
About the role
The Customer Service role is responsible for responding to customer inquiries via telephone, email, and website chatbot in a timely and professional manner, in line with established service and quality standards.
The role also processes customer orders, invoices, account-related transactions, and applications for new services, maintenance, and service termination, while troubleshooting customer issues and resolving complaints effectively to ensure a positive customer experience.
Key responsibilities
Order Management
•Process all orders efficiently, accurately and in line with policies and procedures
•Run and follow up on various control reports to ensure that the order-to-payment process is fulfilled
Complaint Management
•Handle and close customer complaints on time
•Collaborate with other functions to close complaints
Customer Management
•Handle all incoming telephone calls and emails dealing with Customers' needs
•Build relationships with key customers
Sales Support
•Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution
•Communicate with Sales Account Managers (by email/phone), enabling complete visibility of key Customer issues
•Attend relevant meetings to identify ways to improve the service offered to both internal and external Customers and to communicate Customer Service KPIs and strategy
