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Formerra · 1 month ago

Digital Customer Service Representative

Cleveland, OH

Full-time

Onsite

Senior Level

5+ years exp

Formerra is a preeminent distributor of engineered materials, connecting leading polymer producers with OEMs and brand owners across multiple markets. The Digital Customer Service Representative serves as the primary liaison for customer accounts, ensuring high-quality engagement and driving business growth through proactive customer service and support.

Plastics and Rubber Manufacturing

No H1B

Responsibilities

Serve as the primary contact for customer inquiries, ensuring prompt and accurate resolution of requests

Review E-Commerce orders to ensure accuracy and provide order confirmation

Educate customers on the use of Formerra+ to help them place orders, get pricing and find additional order information

Communicate effectively with internal and external stakeholders via phone and electronic channels to ensure seamless service delivery

Leverage system tools, reports, and AI to proactively drive actions that enhance customer satisfaction and service quality

Maintain comprehensive account records, including customer notes, contact details, and special handling instructions

Collaborate closely with other departments to communicate changes in customer orders and ensure alignment across functions

Convert digital marketing leads to ordering customers

Qualification

AI tools experienceSalesforce Service CloudSAPERP systemsCustomer service experienceAnalytical skillsTask prioritizationVerbal communicationWritten communicationInterpersonal skillsAttention to detailTime managementProblem-solvingAdaptability