Digital Customer Service Representative bei Formerra

Who We Are

Formerra is a preeminent distributor of engineered materials, connecting the world’s leading polymer producers with thousands of OEMs and brand owners across healthcare, consumer, industrial, and mobility markets. Powered by technical and commercial expertise, it brings a distinctive combination of portfolio depth, supply chain strength, industry knowledge, service, leading ecommerce capabilities, and ingenuity. The experienced Formerra team helps customers across multiple industries to design, select, process, and develop products in new and better ways – driving improved performance, productivity, reliability, and sustainability. To learn more, visit www.formerra.com.

 Formerra leads in the market with the following key capabilities:

• Problem-solving mindset, based on ingenuity and backed by a skilled and experienced commercial team that brings differentiated insights across markets including healthcare, consumer, industrial and mobility
• Expansive material portfolio, including engineering thermoplastics and traditional polymers across leading material brands
• Integrated, long-standing relationships with leading, global suppliers
• Unparalleled and highly specialized technical, processing, and design support
• Regulatory-compliant material support and expertise

Join our team as a Digital Customer Service Representative serving as the primary liaison for an assigned portfolio of customer accounts, ensuring consistent and high-quality engagement. This role is pivotal in delivering value-added services that not only meet customer needs but also drive business growth. By proactively addressing inquiries, and identifying opportunities for improvement, the Digital Customer Service Representative contributes directly to customer satisfaction and long-term success.

Essential Duties and 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.

Qualifications:

Education and Experience:

• 5 years of related experience in customer service or support role.

• Hands-on experience with AI tools or virtual agents in a customer service environment.
• Demonstrated experience with Salesforce Service Cloud or similar CRM platforms.
• Familiarity with SAP or other ERP systems.

Skills and Competencies: 

• Strong verbal and written communication
• Excellent customer service and interpersonal skills
• Organized with sharp attention to detail
• Effective time management and deadline focus
• Solid analytical and problem-solving abilities
• Skilled in task prioritization
• Thrives in fast-paced, dynamic settings

Physical Requirements & Work Setting: 

• Prolonged periods of sitting at a desk and working on a computer.
• Hybrid position (3 days in the office, 2 days remote)
• Office work setting

Disclaimers: 

• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
• It is the policy of Formerra that all employees are employed at the will of Formerra for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.
• Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.
• NOTICE: Formerra is committed to ensuring a fair and legitimate recruitment process. We want to alert job applicants to the potential risk of recruitment scams and encourage caution when responding to unsolicited job postings or communications. If you receive a job offer without having explicitly applied through our website or a legitimate job board, please be wary. We will never request sensitive personal information—such as your Social Security number, birth date, or banking details—via email. If you are uncertain about the legitimacy of a job posting or communication, please contact us directly at [email protected].