Product Application Support Representative

Job Description:

Product Application Support Representative

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 other curious, creative 3Mers.

This position provides an opportunity to transition from other private, public, government or military experience to a 3M career.

The Impact You’ll Make in this Role
 

As a Product Application Support 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. Here, you will make an impact by:

• Communicates clearly and professionally via telephone, live chat and/or written correspondence with both external customers and internal 3M areas
• Educates and informs external customers on product information, application and recommendation
• Works Product Return process – which can include in office work every other week
• Manages requests for technical documentation and specification
• SME within designated division(s), and will have in-depth knowledge of products, application, resources and contacts
• Handles routine and non-routine inquires/issues regarding product complaints/quality, return processing and crisis management/alleged injury
• Accurately documents customer interactions using applicable CRM systems
• Will triage incoming communication to appropriate area/division when needed
• Ensures quick response times to both routine and non-routine inquires and issues
• Understands company, division and product policies and regulations and is able to investigate issues researching within internal systems, and using internal department contacts to find resolution
• Must be dependable and able to multi-task, prioritize and manage time effectively

Your Skills and Expertise 
 

To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:

• Bachelor’s degree or higher (completed and verified prior to start) from an accredited institution and minimum 2 (two) years of combined experience in engaging, servicing or selling to customers, clients, and/or a direct experience in a Customer Service/Tech Service or Sales 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 in engaging, servicing or selling to customers, clients, and/or a direct experience in a Customer Service/Tech Service role in a private, public or government environment

Additional qualifications that could help you succeed even further in this role include:

• Knowledge of SalesForce CRM
• Former experience working with 3M CBG products and customers
• Possesses exceptional customer service competencies
• Enjoys helping and interaction with other people in a friendly, courteous manner and gives continuous attention to customer satisfaction
• Ability to work in high-volume, rapidly changing environment
• Clear and conceptual thinking ability; excellent judgement of discretion
• Previous 3M experience/knowledge with in our systems, processes and businesses
• Ability to resolve conflicts effectively and take the initiative to resolve issues quickly before they become problems.
• Ability to work in a team environment and willing to collaborate and compromise, including team leadership.
• Strong Active Listening skills.
• Ability to follow through with commitments and show concern for the needs of others.
• Excellent oral and written communication, including presentation skills.
• PC literate, including Microsoft Office products, 3M Customer Service systems is a plus.
• Strong organizational and multitasking skills with the ability to stay focused on prioritized tasks.
• Ability to handle work-related stress; handle multiple priorities simultaneously; and meet deadlines

Work Location: Remote, MN (Job Duties allow for some remote work but require travel to Maplewood, MN at least 1 days every other week)

Travel: May include up to 5% domestic/international

Relocation Assistance: Is Not