POSITION SUMMARYThe Customer Service Representative is a customer facing role within Diversey and serves as the main point of contact for our internal sales team and external customers. The ultimate goal in this role is to provide excellent customer service to both internal and external customers which requires a fine balance of customer needs and expectations with company policy and procedures. Our Customer Service Representatives not only represent the voice of the company but also serve as a platform to educate our customers and promote the company by creating opportunities to up sell, cross sell and serve as a concierge of resources. In addition to being a customer facing, this role works with various stakeholders including Sales, Finance and Marketing to create an overarching approach to best in class customer service.KEY RESPONSIBILITIESCreate open communication with customers and field so that any changes or impact on customer expectations are timely communicated (i.e. shortages, price or SKU discrepancies, etc)Answer incoming calls that deal with Customers' needs and expectationsAs customer issues arise, take ownership of concern(s) and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfactionApproach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concernsServe as the main point of contact for Sales Team for all issues relating to the order and distribution processProcess orders timely and accurately making note of special instructionsAccurate and timely reporting of Day-In-The-Life reports to ensure order to payment process is fulfilledPromote and expand company products through cross selling and up selling techniquesAssist with other areas of the business as required including back up support for other team members when necessaryCommunicate frequently with management to provide updates of account progress, product and range development and escalation of issues or concernsApproach to make recommendations and implement improvements to existing processesActively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customersCreate open lines of communication via phone/e-mail with Account Managers to enable complete visibility of key customer issuesREQUIRED QUALIFICATIONS:Fluency in English with exceptional written and verbal communication skillsHigh school diploma or equivalent, Associate and/or Bachelor's degree preferred5+ years of relevant work experience in a Customer Service and/or Account Management function preferredComputer literacy (SAP, SalesForce, Microsoft Office, Gmail and Google documents)Ability to report to work on time and perform full shift (as there is a requirement to cover different time zones shift times may end as late as 7:00pm Eastern Standard Time)High speed internet access for occasional work from home capabilitiesAbility to work on local holidays to support the North American business.ADDITIONAL QUALIFICATIONS:Professional communication skills – Should be able to communicate with peers, customers and vendors both verbally and via e-mail in a respectful and friendly manner when under stressActive listening skills – Ability to ask probing questions, understand concerns and overcome objectionsAbility to build relationships by phone and e-mailAbility to work in a fast paced environment – Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlinesAttention to detail - Should be able to complete accurate data entry tasksAction orientated - Should be able to self-start and follow up on feedback to ensure positive outcomes with a willingness to learnCollaborative team player - Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energyDesire to challenge current processes for improvement
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