Customer Service Representative

**Job Description**:

- Collaborate with Innovative 3Mers Around the World
- Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a diversity of people, global locations, technologies and products, 3M is a place where you can collaborate with 93,000 other curious, creative 3Mers.- “The impact 3M has on people’s lives and communities around the globe is amazing. As the leader of 3M’s global community giving, I am incredibly proud to be part of and work alongside 3Mers, community partners and customers committed to making positive social change.” - Michael Stroik, director of 3Mgives- The Impact You’ll Make in this RoleAs a Customer Service Representative, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world.- Primary responsibilities include but are not limited to the following:- Acts as the primary liaison between 3M and our customers
- Handles Order entry, order status, product info inquiry, complaints, pricing, shipping and inventory requests and issues
- Communicates clearly and professionally with external customers and internal 3M personnel by telephone and/or written correspondence
- Worklist management including raising internal tickets to address issues/concerns with order management, shipping/tracking, product inquiries and pricing/invoicing
- Systematic problem solving in regards to material information records and master data monitoring
- Communicating and working with price change activity, looking at order reports and communicating with customers and internal teams
- Educates and informs the customer of various processes and directs customers to appropriate resources
- Managing the customer order process from entry to delivery
- Develops and leads improvements and/or solutions to work processes and tools
- Handles non-routine and difficult inquiries. Adapts differing techniques and methods to develop solutions for a variety of complex issues
- Resolves non-routine and difficult customer complaints and ensures response to product and service inquiries - Has knowledge and understanding of the current processing systems and can provide service to internal and external customers
- Handles internal and external inquiries, claims and complaints; interprets policies and regulations, investigates problems; and communicate with other departments and providers to research and resolve issues, identify and implement service solutions
- Improves customer satisfaction by identifying patterns of problems and barriers to solutions. Provides insight to resolve problems
- Participates in and maintains a quality service culture within the Customer Account Management Team
- Participates in Business Division/Supply Chain meetings and reviews to discuss customer accounts, ongoing issues and areas of need
- May provide training to new employees and other members of work groups. May develop and lead cross-functional business teams and may act as project liaison. Participates on department process improvement teams.- Your Skills and Expertise-
- Self-motivated, and able to work effectively, in cross-functional groups, and with internal and external customers
- Ability to resolve conflicts effectively and take the initiative to resolve issues before they become problems
- Ability to follow through with commitments and show concern for the needs of others
- Excellent oral and written communication, including presentation skills
- Clear and conceptual thinking ability; excellent judgment and discretion
- Prefers to stay busy with a full workload and enjoys meeting challenges
- Ability to handle work-related stress; handle multiple priorities simultaneously; and meet deadlines High School Diploma and a minimum of two (2) years of combined experience engaging, servicing or selling to customers, clients, and/or a direct experience in a 3M Customer Services role in a private, public or government environment- Additional qualifications that could help you succeed even further in this role include:- Possess a bachelor’s degree or higher (completed and verified prior to start)
- SAP system experience
- Knowledge or experience within 3M Customer Services role and responsibilities- Supporting Your Well-being- 3M offers many programs to help you live your best life - both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.- Imagine your future in 3M-
Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.

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