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Customer Service Representative

Omni Inclusive

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 management: 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

Vacancy posted 3 days ago
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