Customer Service Specialist III (Bilingual French)

Position Summary The Bilingual French/English Technical Customer Service Representative is the first point and primary contact for technical support within Diversey and serves as the main point of contact for Customers, End Users, and Internal Sales Representatives. The goal in this role is to provide exceptional technical support surrounding our products and equipment lines. As this role supports internal and external customers, it requires a balance of meeting customer needs and expectations along with company policy and procedures. Our Technical Customer Service Representatives represent the voice of the company and serve as a platform to educate our customers and promote the company by creating opportunities to educate, reduce the need for an in‑person visit by offering troubleshooting utilizing augmented reality technology, and serving as a concierge of resources. In addition to being customer facing, this role works with various stakeholders including Sales, Service, R&D and Marketing to create an overarching approach to best‑in‑class customer service. 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, and educate on product and equipment usage. Take ownership of customer concerns and resolve them within key performance indicators (KPIs); when necessary, coordinate activities with other departments to ensure complete customer satisfaction. Effectively and efficiently address customers’ 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, and labels. Identify trends with product/equipment issues and partner with cross‑functional departments to determine root cause and fix. Draft communications using standard template format based on information 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. Actively participate in ongoing 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 develop and manage professional relationships with customer contacts and internal organizations to create a network of resources. Resolve customer feedback issues and involve the appropriate individuals or groups in the resolution of issues beyond the scope of the TCS to ensure closure. Adhere to and follow all related ISO procedures. Communicate frequently with management to Escalate issues or concerns. Make recommendations and implement improvements to existing processes. Actively participate in relevant meetings to identify ways to improve the service we offer to internal and external customers. Qualifications 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 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. Benefits and Compensation We offer competitive compensation, comprehensive benefits including medical, dental, vision & 401(k), and numerous opportunities for professional growth and development. The expected compensation range for this position is between $52,760.00 and $77,374.00 plus discretionary bonuses. Equal Opportunity Statement Solenis is proud to be an Equal Opportunity, affirmative action employer, including minorities, women, veterans, and disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. #J-18808-Ljbffr Diversey