Customer Service Specialist III

Solenis is a leading global provider of water and hygiene solutions, and they are seeking a Bilingual French/English Technical Customer Service Representative. This role serves as the primary contact for technical support, providing exceptional assistance to customers and internal stakeholders while promoting the company's products and services. Responsibilities Create open communication with customers and field sales & service so that any changes or impact on customer expectations are timely communicated (i.e., timing of service, receipt of replacement parts, reporting) Answer incoming calls and emails that deal with Customers’ needs and expectations, identify and troubleshoot issues, provide product recommendations, educate on product and equipment usage As customer issues arrive, take ownership of concern(s), and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfaction Effectively and efficiently address customer’s special needs and requirements, including resolution of complaints and issues Provide support to field service and sales representatives and customers in the form of MSDS/SDS interpretation, specific product information (properties, usage, test factors etc.), cross reference of products, and standard documentation including product data sheets, titration procedures, labels, etc Identify trends with product/equipment issues and partner with cross functional departments to determine root cause and fix Draft communications using standard template format using information collected from internal resources such as manufacturing, quality control, supply chain, regulatory, R&D etc. Letters include product content statements, certificate of content, letter of insurance, SARA reporting etc Active participant in on-going training to develop expertise. (Subject Matter Expert) Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns Proactively develops and manages professional relationships with Customer contacts and internal organizations to develop a network of resources Resolves Customer feedback issues and involves the appropriate individuals or groups in the resolution of issues that are beyond the scope of the TCS and ensures closure Adheres and follows all related ISO procedures Communicate frequently with management to escalate issues or concerns Approach to make recommendations and implement improvements to existing processes Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers Skills Fluent in French and English High school diploma or equivalent required; Associate degree or relevant coursework preferred 0–2 years of experience in Customer Service, Call Center, Help Desk, or other customer-facing role Demonstrated interest in technical support with the ability to learn product, equipment, and system knowledge Troubleshooting and problem‑solving skills with guidance from documented procedures and senior team members Clear verbal and written communication skills with the ability to explain information in a professional, customer‑friendly manner Ability to manage multiple tasks, follow established processes, and meet defined KPIs Customer‑focused mindset with a willingness to take ownership of issues through resolution or escalation Comfortable using standard tools such as CRM systems (SAP, Salesforce), knowledge bases, and Microsoft Office applications Ability to follow documented procedures including ISO requirements, policies, and regulatory guidelines Willingness to participate in ongoing training and develop foundational subject matter expertise Associate degree or relevant coursework preferred Benefits Medical Dental Vision 401K Company Overview Solenis is a producer of specialty chemicals for industrial water treatment operations. It was founded in 1907, and is headquartered in Wilmington, Delaware, USA, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship Solenis has a track record of offering H1B sponsorships, with 2 in 2026, 3 in 2025, 13 in 2024, 7 in 2023, 1 in 2022, 4 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.