Customer Service Specialist III (Bilingual French)

POSITION SUMMARY Bilingual French/English, Technical Customer Service Representative is the first point and primary contact for technical support within Diversey, serving as the main point of contact for customers, end users, and internal sales representatives. The goal is to provide exceptional technical support surrounding our products and equipment lines. The role balances meeting customer needs and expectations with company policy and procedures, represents the voice of the company, educates customers, promotes the company, reduces need for in‑person visits through troubleshooting and augmented reality, and serves as a concierge of resources. The role works with stakeholders including sales, service, R&D, and marketing to provide best‑in‑class customer service. RESPONSIBILITIES Create open communication with customers and field sales and service so that changes or impacts on customer expectations are timely communicated. 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, resolve within KPI’s, and coordinate with other departments as needed to ensure satisfaction. Efficiently address customer special needs and requirements, including complaint resolution. Provide support to field service and sales representatives and customers with MSDS/SDS interpretation, product information, cross‑reference of products, and standard documentation such as data sheets, titration procedures, and labels. Identify trends with product or equipment issues and partner with cross‑functional departments to determine root cause and fix. Draft communications using standard templates with information collected from internal resources such as manufacturing, quality control, supply chain, regulatory, and R&D. Act as an active participant in ongoing training to develop expertise (subject matter expert). Approach customer concerns with an owner mindset to identify root cause and communicate with stakeholders to avoid similar concerns. Proactively develop and manage professional relationships with customer contacts and internal organizations. Resolve customer feedback issues and involve appropriate individuals or groups for closure. Adhere to all related ISO procedures. Communicate frequently with management to raise issues or concerns. Recommend and implement improvements to existing processes. Participate in relevant meetings to identify ways to improve service to internal and external customers. REQUIREMENTS / 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 roles. 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. 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. We understand that candidates may not meet every qualification; if your experience looks a little different and you think you can bring value, we would love to learn more about you. Compensation for this position is between $52,760.00 and $77,374.00 plus discretionary bonuses. We offer competitive compensation, comprehensive benefits including medical, dental, vision, and 401K, and opportunities for professional growth and development. Solenis is a proud Equal Opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability. #J-18808-Ljbffr Diversey Inc.