Senior Customer Service Representative

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 

About the Role:

We are seeking a highly motivated and experienced Sr Representative, Customer Service to join our team in the Non-Durable Goods Manufacturing industry. As a Sr Representative, Customer Service, you will be responsible for providing exceptional customer service to our clients and ensuring their satisfaction. You will be the first point of contact for our customers and will be responsible for resolving their inquiries and concerns in a timely and professional manner. Your main goal will be to build strong relationships with our customers and ensure their loyalty to our brand. This is a Hybrid position located in Saltillo Coahuila, Mexico.

Minimum Qualifications:

• Bachelor's degree in Business Administration or related field
• 3+ years of experience in customer service or related field
• Excellent communication and interpersonal skills
• Ability to multitask and prioritize in a fast-paced environment
• Proficient in Microsoft Office Suite

Preferred Qualifications:

• Experience in the Non-Durable Goods Manufacturing industry
• Bilingual in English and Spanish
• Experience with CRM software

Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Resolve customer concerns and complaints to ensure their satisfaction
• Collaborate with other departments to ensure customer needs are met
• Maintain accurate records of customer interactions and transactions
• Identify opportunities to improve customer service processes and procedures

Skills:

As a Sr Representative, Customer Service, you will utilize your excellent communication and interpersonal skills to provide exceptional customer service to our clients. You will also use your ability to multitask and prioritize in a fast-paced environment to ensure customer inquiries and concerns are resolved in a timely manner. Proficiency in Microsoft Office Suite and experience with CRM software will be essential in maintaining accurate records of customer interactions and identifying opportunities to improve customer service processes and procedures. Additionally, bilingual proficiency in English and Spanish will be beneficial in communicating with our diverse customer base.

Disclaimers:

• 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.
• The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
• It is the policy of Formerra that all employees are employed at the will of Formerra for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.
• 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.
• NOTICE: Formerra is committed to ensuring a fair and legitimate recruitment process. We want to alert job applicants to the potential risk of recruitment scams and encourage caution when responding to unsolicited job postings or communications. If you receive a job offer without having explicitly applied through our website or a legitimate job board, please be wary. We will never request sensitive personal information—such as your Social Security number, birth date, or banking details—via email. If you are uncertain about the legitimacy of a job posting or communication, please contact us directly at careers@formerra.com.