Technical Customer Service Rep

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 honoree. For more information about Solenis, please visit www.solenis.com.

Technical customer service advisor is serving as the frontline contact between a company and its customer. TCS advisor is responsible for handling service requests, creating service orders, handling inquiries, complaints and ensuring overall customer satisfaction for technical services. Primary goal is to build and maintain positive relationship with customer and sales rep. Additionally, TCS advisors play a crucial role in the gathering feedback and insights to help improve 
products, services, and processes within the organization.

Key Accountabilities/Essential Functions of the Job % of Time Spent:

Handling of incoming service requests which includes:
- receiving requests by phone 
- log in requests in case management 50%

• Remote diagnosis 1st level troubleshooting to solve simple issues directly 20%
• Handle other customer inquiries received by phone (status of service, TCS related complaints) 20%
•  Back-up activities for Customer service 10%

Education
• High School diploma or equivalent is the minimum requirement

Experience

• Minimum 2 years prior Customer Service Experience or university degree
• Good English skills, written and verbal communication skills
• Experience in technical customer service
• Capable of working in a dynamic team environment
• Works within established procedures with a moderate level of supervision with an ability to make sound decisions by assessing each situation using standard procedures 
• Identifies problems and relevant issues in straightforward situations
• Basic Computer Skills with accurate keyboarding skills. Experienced in using MS Word, Excel, Internet applications including email.
• SAP / ERP system knowledge preferred

Knowledge

• Demonstrates self awareness
• Takes on new opportunities and tough challenges with a sense of urgency
• Build trust by gaining confidence of others
• Able to build strong customer relationships and deliver customer-centric solutions
• Capable to build collaborative relationships
• Strong listening and communication skills
• Able to multi-task, prioritize and comfortable with rapid change
• IT skills (MS Office, Salesforce)
• Good written and spoken English
• Social competence and ability to work in a team
• Communicative and service-oriented
• Able to run difficult telephone conversations

What We Offer

• Competitive base salary, Annual bonus scheme and Enhanced company pension scheme
• A company vehicle
• Private healthcare care and Life assurance and
• Employee Assistance
• Ongoing training, development and support

Join Us

At Solenis, we're proud of our purpose-driven culture and our commitment to innovation and sustainability. If you're ready to take your account management career to the next level while making a positive environmental impact, we'd love to hear from you.

We understand that not every candidate will possess every desired qualification listed above. If your experience varies from our outlined requirements, yet you believe you can bring value to the role, we encourage you to apply and share your unique perspective with us.

At Solenis, we recognize that our people are our greatest asset. We offer attractive compensation, comprehensive benefits, and abundant opportunities for professional growth and development. If you're passionate about working for a world-class company and enjoy tackling complex challenges, we invite you to consider joining our team.

Solenis is committed to fostering an inclusive workplace and is proud to be an Equal Opportunity Affirmative Action Employer. We value diversity and do not discriminate on the basis of age, race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status.

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