What are the responsibilities and job description for the Customer Service Representative position at 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

Job Summary : The Customer Service Representative is the primary point of contact for an assigned group of customer accounts. The purpose of the Customer Service Representative function is to serve as the face to the customer in providing value added services that grow our business. Position is a Hybrid role located in Littleton, MA. #LI-Hybrid

Duties / Responsibilities :

Handle customer requests.

Respond to and manage customer orders, from order entry to delivery and invoicing.

Communicate effectively over the phone and electronically to internal and external customers.

Process incoming orders, confirming pricing and availability of products.

Advise customers of order status.

Provide relevant customer information to other departments : forecasts, personnel changes, address changes, receiving schedules and other items as needed.

Use system reports and inquiries to drive activities that ensure superior customer service.

Maintain customer service-related information for accounts, customer notes, email, phone and other special instructions.

Proactively communicate with sales and product representatives on customer order changes.

Required Skills / Abilities :

5 years of related experience

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills.

Strong organizational skills to handle numerous details, deadlines, and requests.

Able to work in a fast paced, dynamic environment, with the ability to handle multiple tasks.

The ability to network and build relationships with individuals of various experience and corporate positions.

Able to communicate to multiple audiences.

Ability to prioritize tasks to meet customer and company requirements.

Strong analytical and problem-solving skills.

Proficient with Microsoft Office Suite, SAP, or related software.

Education and Experience :

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

Why Join Us?

Rewarding work and responsibilities.

Benefits start day one!

Excellent culture and collaborative team

Formerra is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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