Customer Service Representative

Customer Service RepresentativePrimary responsibilities include but are not limited to the following:Acts as the primary liaison between 3M and our customersHandles order entry, order status, product info inquiry, complaints, pricing, shipping and inventory requests and issuesCommunicates clearly and professionally with external customers and internal 3M personnel by telephone and/or written correspondenceWorklist management including raising internal tickets to address issues/concerns with order management, shipping/tracking, product inquiries and pricing/invoicingSystematic problem solving in regards to material information records and master data monitoringCommunicating and working with price change activity, looking at order reports and communicating with customers and internal teamsEducates and informs the customer of various processes and directs customers to appropriate resourcesManaging the customer order process from entry to deliveryDevelops and leads improvements and/or solutions to work processes and toolsHandles non-routine and difficult inquiries. Adapts differing techniques and methods to develop solutions for a variety of complex issuesResolves 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 customersHandles 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 solutionsImproves customer satisfaction by identifying patterns of problems and barriers to solutions. Provides insight to resolve problemsParticipates in and maintains a quality service culture within the Customer Account Management TeamParticipates in Business Division/Supply Chain meetings and reviews to discuss customer accounts, ongoing issues and areas of needMay 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 supervisionAble to think outside the boxAble to use multiple resources to gather data/informationProactive mindset in communication both with customers and internal areasProactive workload management: follow up, response, clarification inquiries, helping teamQuick Learner (in a remote environment)Possess a bachelor's degree or higher (completed and verified prior to start)SAP system experience is preferredKnowledge or experience within 3M Customer Services role and responsibilitiesExperienced with cross-functional project leadership preferredSelf-motivated, and able to work effectively, in cross-functional groups, and with internal and external customersAbility to resolve conflicts effectively and take the initiative to resolve issues before they become problemsAbility to follow through with commitments and show concern for the needs of othersExcellent oral and written communication, including presentation skillsClear and conceptual thinking ability; excellent judgment and discretionPrefers to stay busy with a full workload and enjoys meeting challengesAbility to handle work-related stress; handle multiple priorities simultaneously; and meet deadlinesEducation: 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