3 months ago
Digital Customer Service Representative
Cleveland, Ohio - Hybrid
Full-time
Mid Level
Customer Service Representative
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Description
- Formerra is a leading distributor of engineered materials, providing technical, commercial, and supply chain expertise across various markets.
- As a Digital Customer Service Representative, you will be the main contact for customer inquiries, review e-commerce orders, educate customers on using Formerra+ platform, and leverage system tools and AI to improve service quality.
- The role involves maintaining detailed account records, collaborating with departments, and converting digital leads into orders.
- It requires strong communication skills, experience with CRM and ERP systems, and the ability to thrive in a fast-paced environment.
- The position is hybrid, based in Cleveland, OH, with 3 days in-office and 2 days remote.
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Requirements
- 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.
- Strong verbal and written communication skills.
- 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.
- Ability to work in a fast-paced, dynamic setting.
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Benefits
- Hybrid work position (3 days in the office, 2 days remote).
- Work in an office setting in Cleveland, OH.
- Opportunity to work with AI tools and CRM platforms.
- Join a company committed to industry expertise and customer satisfaction.