Customer Service Representative

Job Description:

Customer Service Representative, US (Hybrid)

Collaborate with innovative 3Mers around the world

As a USAC Customer Service representative you will play a key role in Customer Service activities for 3M’s Customers in the United States and Canada. In this role you will look to deliver outstanding service to our customers by responding to inquiries, resolving issues and ensuring customer satisfaction. This role includes customer order management activities ranging from entry and maintenance to status and change requests.  Daily tasks involve handling customer inquiries about order status, product information, complaints, pricing, shipping and inventory.  Proactive problem solving and ongoing communication are essential, both internally and externally to address these various requests.  Duties may include but are not limited to:

The impact you will make in this role

• You will lead customer satisfaction through proactive customer interactions via the phone, email and chat. You will need to proactively respond to customer inquiries and creatively resolve complex daily issues.
• You will drive successful customer order management activities by processing orders accurately and ensuring timely delivery. To do this you will need to interact with sales reps, pricing teams and the customer to ensure pricing, product and order accuracy. You will coordinate with the logistics and supply chain teams to track shipments and update customers on delivery status. You will work with our AR and Disputes areas to help manage returns and exchanges according to company policies.
• You will implement change and process improvements by collaborating internally with your team and other internal areas such as sales, supply chain, AR/disputes/returns teams and technical support areas to address customer needs. 
• You will build strong customer relationships by understanding their order patterns, actively listening to their needs, then using that to find creative solutions to complex issues and inquiries.  Adaptive communication is key while balancing ongoing issues, activities and priorities. 

Your Skills and Expertise 

To set you up for success in this role from day one, 3M is looking for candidates who must have the following qualifications: 

• 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

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

• Possess a bachelor’s degree or higher (completed and verified prior to start)
• Six (6) years of experience with a customer service role
• Fluent in both English and French
• Experience in EPR and CRM systems (SAP and Salesforce)
• 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

Work location:

• Hybrid

​Travel: May include up to 10% domestic/International

Relocation Assistance: Is not authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being 

3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope. 

Chat with Max

For assistance with sea