Customer Service Representative
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.
Skills:
To set you up for success in this role from day one, 3M is looking for candidates who must have the following qualifications:
Ability to problem solve without supervision
Able to think outside the box
Able to use multiple resources to gather data/information
Proactive mindset in communication both with customers and internal areas
Proactive workload managment: follow up, response, clarification inquiries, helping team
Quick Learner (in a remote environment)
Possess a bachelor's degree or higher (completed and verified prior to start)
SAP system experience is preferred
Knowledge or experience within 3M Customer Services role and responsibilities
Experienced with cross-functional project leadership preferred
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
Education:
Bachelor's degree or higher (completed and verified prior to start) AND two (2) years of experience engaging, servicing or selling to customers, clients, and/or a direct experience in a Customer Services role in a private, public or government environment
OR
High school diploma/ GED (completed and verified prior to start) AND six (6) years of experience engaging, servicing or selling to customers, clients, and/or a direct experience in a Customer Services role in a private, public or government environment