Digital Customer Service Representative

Formerra • Cleveland, OH

2d • Hybrid

About The Position

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.

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
• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees