Customer Service Representative | Campinas e Lapa/SP

Customer Service Representative | Campinas e Lapa/SP Location: São Paulo, Brazil Position: Customer Service Representative Location: São Paulo e Campinas/SP Work Location: Hybrid Position Summary The Customer Service Representative supports the end-to-end customer lifecycle by providing customer service, contract administration, order processing, billing support, and over all coordination. This role serves as a primary liaison between customers, sales representatives, sales leadership, and internal partners to ensure accurate contract setup and maintenance, timely order and billing processing, effective dispute resolution, and adherence to established business processes and policies. Key Duties and Responsibilities May Include: Responds to customer, sales representative, and sales management inquiries via phone, email, fax, and Microsoft Teams. Documents and maintains customer interactions, cases, and requests in designated systems. Sets up, maintains, modifies, and reconciles customer and sales representative contracts. Processes contract renewals, expirations, transfers, and cancellations. Processes purchase orders and contract shipping orders and resolves order holds. Prepares billing requirements, contract statements, and supports invoicing. Generates billing corrections (e.g., invoice adjustments, credit/debit memos, and rebills) by researching discrepancies, validating support, and coordinating updates with internal partners. Researches and resolves invoice, billing, and payment disputes. Manages customer portal registrations and invoice submissions. Performs additional related duties as required. Candidate Requirements Education High School Diploma or GED required. Associate’s degree or equivalent experience preferred. Bachelor’s degree preferred for advanced focused roles. Experience Candidates must possess 1-3 years of experience in customer service or customer operations. Experience with contract administration or accounting is considered beneficial. Qualifications Fluency in English with exceptional written and verbal communication skills Computer 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 capabilities and knowledge of basic computer set up. Ability to work on local holidays to support the North American business. 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 stress. Active listening skills. Ability to ask probing questions, understand concerns and overcome objectives. Ability to build relationships by phone and e-mail. Ability to work in a fast-paced environment. Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines. Attention to detail. Should be able to complete accurate data entry tasks. Highly action‑oriented and self‑directed, with a strong ability to act on feedback, drive positive results, and quickly learn new processes and systems. Collaborative team player. Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy. Desire to challenge current processes for improvement. Knowledge and Skills Strong attention to detail; excellent written and verbal communication skills; ability to manage multiple priorities; strong problem-solving skills; proficiency with Microsoft Outlook, Excel, and Word; ability to learn CRM, ERP, and contract systems. Core Competencies Customer focus, communication, problem solving, process management, organization, time management, composure, and drive for results. Supervision and Autonomy Works under general supervision with established policies and procedures. After training, performs duties independently with support as needed. Working Conditions and Physical Requirements Standard office environment with occasional physical activity consistent with normal office duties. About Solenis Solenis is a leading global provider of water and hygiene solutions. The company’s product portfolio includes a broad array of water treatment chemistries, process aids, functional additives, cleaners, disinfectants, and state-of-the-art monitoring, control and delivery systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments. Headquartered in Wilmington, Delaware, the company has 78 manufacturing facilities strategically located around the globe and employs a team of over ~23000 professionals in >160 countries across six continents. Solenis is a 2025 Best Managed Company Gold Standard honoree. For additional information about Solenis, please visit www.solenis.com or follow us on social media. We emphasize that everyone is welcome, regardless of gender, race, sexual orientation, gender identity, age, disability, or any other characteristic. The selected candidate must demonstrate exemplary work ethics and high standards of integrity. Come join the Solenis team! Additional Locations: Campinas, Brazil