Digital Customer Service Representative Cleveland, OH

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 e‑commerce 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.

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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.

• 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.

• 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.

• 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

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

• 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.
• 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.