Customer Service Representative (backoffice) - Campinas/sp

Customer Service Representative (BackOffice)

Customer Service Representative – Backoffice is a role focused on customer relations, being the main point of contact for both internal teams and external clients. The main objective of this position is to provide an excellent service, balancing the needs and expectations of clients with the company's policies and procedures. In addition to representing the company's voice, this role also acts as a consultant, helping to educate clients, creating opportunities for cross-selling and up-selling, and serving as a facilitator of resources. This position works closely with Clients, Sales, Finance, Marketing, Supply Chain, and other stakeholders to ensure integrated operations and a first-class customer experience.

Principal Responsibilities:

• Maintain open communication with clients and internal teams to ensure that any changes or impacts on expectations (absences, damages, excesses, prices, SKU divergences) are promptly communicated.
• Take responsibility for client issues, resolve them within established KPIs, and when necessary, coordinate with other departments to ensure total satisfaction.
• Address issues with a mindset of ownership, identifying root causes and sharing learnings with the involved parties to prevent recurrence.
• Process customer and internal orders (US and Canada – standard orders, installations, deployments, samples, etc.) with accuracy, on time, and in compliance with approvals and special instructions.
• Provide operational support in various areas (Sales, Project Management, Supply Chain, Finance, Customer Service, etc.), including investigation of cases in Salesforce, billing corrections, and returns management.
• Generate and maintain reports to track orders, investigate invoice failures, monitor sent but not invoiced orders, and follow up on blocked orders.
• Ensure accurate and timely daily cycle reports (Day-in-the-Life) to fulfill the order to payment process.
• Support colleagues whenever necessary, offering backup coverage and contributing to multi-functional teamwork.
• Participate actively in meetings, recommend improvements, and help implement process enhancements to elevate the service level for both internal and external clients.

Technical Requirements:

• Fluency in English (writing and conversation).
• High school diploma completed (mandatory); technological or bachelor's degree (preferred).
• Experience in Customer Service (preferred).
• Proficiency in SAP, Salesforce, Microsoft Office, Outlook, SharePoint.
• Flexibility to work in shifts up to 7 PM (EST) and on local holidays (US and CAN).
• Reliable high-speed internet for remote work.

Additional Requirements:

• Ability to communicate and active listening.
• Analytical profile for generating reports and performance indicators, with good interpretation of data.
• Ability to multitask in a dynamic environment.
• Collaborative profile, action-oriented, open to process improvements, and ability to build relationships with clients and colleagues.

Differential:

• Soft skills: proactivity, empathy in service, consultative posture, and ease in acting in dynamic and multicultural environments.
• Previous experience in multinational companies or in global corporate environments.
• Ability to solve complex problems.

About Solenis:

We are a chemical industry that daily proposes to solve complex challenges in water treatment, process improvement, and hygiene for customers in the consumer, industrial, institutional, food and beverage, and pool and spa markets, through people, experience, and technology. We are global leaders in the production and application of chemical specialties with a focus on providing sustainable solutions for sectors with intensive water use, including the consumer, industrial, institutional, food and beverage, and pool and spa markets.

Our mission is to be a partner and deliver value by solving operational and sustainability challenges with the right people, the right experience, and the right technology with solutions that help preserve natural resources and promote cleaner and safer environments.

At Solenis, you will find an excellent work environment, with autonomy, challenges, and growth opportunities. We value diversity and are on a constant journey to become a more diverse and inclusive company every day, which is reflected in our selection processes.

We reinforce that all people are welcome, regardless of gender, race, sexual orientation, gender identity, age, disability, or any other characteristic. The selected candidate must have an exemplary work ethic and high standards of integrity.

Come join the Solenis team!