Senior Customer Service Representative

Role Overview

• Support the sales team by answering inquiries, providing relevant information, and assisting with order processing
• Collaborate closely with Sales, Business Support, and other stakeholders to identify customer needs and uncover upselling opportunities
• Handle customer complaints and sales-related issues, ensuring timely and effective resolution
• Develop and maintain strong customer relationships through proactive and regular communication
• Anticipate customer needs and proactively propose solutions to enhance the customer experience
• Personalize customer interactions to ensure a high level of engagement and satisfaction
• Monitor customer accounts for changes, risks, or issues and take proactive corrective actions
• Identify opportunities to optimize customer accounts and maximize sales potential
• Handle escalated and complex customer issues with a high level of ownership
• Collaborate with cross-functional teams (Finance, Supply Chain, Sales) to resolve customer concerns and improve processes
• Contribute to continuous improvement initiatives within Customer Service and Order-to-Cash processes
• Mentor and support junior team members by providing guidance, coaching, and training
• Assist in the development of training materials and support the onboarding of new team members
• Provide structured feedback to management on process gaps and improvement opportunities
• Participate in projects, integrations, and system implementations (e.g. Vistex, process changes)
• Continuously develop skills through training and professional development opportunities
• Drive or contribute to initiatives aimed at reducing claims and improving order accuracy

Requirements

• High School diploma or equivalent is required
• Minimum of 4+ years of Customer Service experience (internal and/or external)
• Fluency in English and French is required, supported by strong written and verbal communication skills
• Solid experience in Order-to-Cash (OTC) processes, including: Order management, Claims and credit handling, Customer account management
• Hands-on experience with ERP and CRM systems, including: SAP (order and customer management), Salesforce (case and customer interaction management)
• Strong computer skills, including MS Office (Excel, Word) and general digital tools
• Demonstrated ability to: manage complex tasks across multiple countries or business units, act as a subject matter expert (product, customer, or process), support continuous improvement initiatives, contribute to or lead small projects
• Experience or affinity with technical products such as specialty chemicals, hygiene solutions, water treatment, or industrial applications is considered a strong advantage.

Tech Stack

• ERP

Benefits

• Hybrid working schedule
• office in Warsaw (Poland) has earned WELL Platinum Certification from the International WELL Building Institute
• Private medical care by Lux-MED
• Life insurance by UNUM
• PPE after trial period
• Sports card (Multisport)
• Company Social Fund