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Sales Support Representative

hace 3 semanas

Orotina, Costa Rica 3M A tiempo completo

**Job Description**:
Job Summary:
The person hired for the position of Sales Support Representative for Redeems team will handle varied internal customer transactions; including inbound calls, customer redeems order entry and servicing customer accounts; communicate with other departments and providers to research and resolve issues, identify and implement service solutions; monitor progress using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; and other duties as assigned.

Primary Responsibilities include but are not limited to the following:

- Acts as the primary liaison with internal customers.
- Communicates clearly and professionally with the customer by telephone and/or written correspondence.
- Educates and informs internal customers of various processes and directs to appropriate resources.
- Has knowledge and understanding of the current processing systems and can provide service to internal and external customers.
- Handles internal and external customer 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.
- Practices first call resolution with internal and external customers; 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.
- Participates in or leads department initiatives and shares knowledge with colleagues.
- Responsible for completing assigned tasks within SLA targets.
- May be required to generate and provide simple reports and analytics directly related to the function.
- Continuous improvement of processes and Lean Six Sigma project coordination which may include identifying opportunities to improve data quality & reduce cycle times.
- Responsible for monitoring work queues in Salesforce for new requests.
- May include training and development skills for new hires.
- Act according to 3M regulation and policies.

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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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