**Who We Are**
Formerra is a next-generation materials distributor, enabling the world's leading manufacturers to innovate and grow. Powered by commercial, technical, and operational expertise, we bring a distinctive combination of portfolio depth, supply chain strength, industry knowledge, service, and ingenuity. The experienced Formerra team enables customers across multiple industries to design, select, process, and develop products in new and better ways - driving improved performance, profitability, and sustainability. With over 7000+ products in our portfolio and 40+ premium suppliers, we serve key industries such as healthcare, transportation, consumer, industrial, and packaging.
**About the Position**
The Customer Service Representative located in Saltillo, Mexico is the primary point of contact for an assigned group of customer accounts. The purpose of the Customer Service function is to serve as the face of Formerra to our customers, in providing value added services that grow our reputation and business. Individuals in this position respond to and manage internal and external customer requests, orders, concerns, suggestions and complaints. Internally, the CSR interacts, gathers information and coordinates related activities with sales staff, production planning, logistics, and technical services. As representatives of Formerra, individuals in this position are required to follow and communicate Formerra business practices to customers and demonstrate the Formerra Code of Conduct, ethics and values on a daily basis. Formerra and customer information must be kept appropriately confidential. Working hours are 8am-5pm EST.
**Essential Functions**
- Provides customer-focused service to assigned accounts.
- Responds to and manages customer orders from order entry to delivery and invoicing.
- Processes incoming orders, confirms pricing and availability of product, using multiple systems.
- Advises customers of order status.
- Communicates effectively, proactively, and with appropriate empathy over the phone and electronically.
- Utilizes system reports and inquiries to drive activities that ensure superior customer service.
- Timely and accurate administration of customer complaints, material returns and credits.
- Respond to customer literature requests for MSDS, Certifications, etc.
- Understands and communicates the value of our products and services.
- Understands customers' products, services, business operations and needs.
- Accomplishes work within set timeframes.
- Key inside contact for specific sellers.
- Provide relevant customer information to other departments: forecasts, personnel changes, address changes, receiving schedules, etc.
- Provide market or account intelligence gained through customer contact.
- Participate in customer calls and visits with sellers.
- Proactive communication with product supply reps and shipping department of any order changes customer initiates.
- Work with seller and PSRs to reduce aged inventory.
- Follow all applicable ISO procedures.
- Collaborate with global trade team to ensure USMCAs are completed.
- Collaborate with customer brokers & Customs Border Patrol as needed to ensure shipments are not held.
- Setup & arrange international shipments for customers outside North America
- Manage shipments & communications while in transit
**Experience and Educational Requirements**:
- High School Diploma or GED and 2+ years of experience required in a manufacturing environment
- Proficiency in SAP
- Bilingual, fluent in Spanish
- Excellent verbal and written communication skills
- Excellent interpersonal skills; must be able to interface effectively at all levels of the organization
- Effective listening skills
- Conflict resolution skills
- Strong organization skills and proven ability to manage multiple priorities and tasks
- Results oriented
- Effective analytical and problem solving skills
- Strong team player
- Personal ethics and integrity
We believe diversity of ideas and backgrounds gives us the creativity to be successful in a rapidly changing world. In support of this, we stress equality of opportunity for all qualified individuals in accordance with applicable laws. Decisions on hiring, promotion, development, compensation or advancement are based on a person's qualifications, abilities, experience and performance.