Customer Service Representative (Remote - USA)

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

Customer Service Representative (Remote - USA)

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role
 

As a Customer Service 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:

• Acting as the primary liaison between Solventum and our customers

• Handling order entry, order status, product info inquiry, complaints, pricing, shipping and inventory requests and issues

• Key account order management

• Communicating clearly and professionally with external customers and internal Solventum personnel by telephone and/or written correspondence

• Ordering management including raising internal tickets to address issues/concerns with order management, shipping/tracking, product inquiries and pricing/invoicing

• Systematic problem solving in regard 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

• Educating and informing the customer of various processes and directs customers to appropriate resources

• Managing the customer order process from entry to delivery

• Developing and leading improvements and/or solutions to work processes and tools

• Handling non-routine and difficult inquiries. Adapting differing techniques and methods to develop solutions for a variety of complex issues

• Resolving non-routine and difficult customer complaints and ensuring responses to product and service inquiries with knowledge and understanding of the current processing systems while providing service to internal and external customers

• Handling internal and external inquiries, claims and complaints; interpreting policies and regulations, investigates problems; and communicating with other departments and providers to research and resolve issues, identify and implement service solutions

• Improving customer satisfaction by identifying patterns of problems and barriers to solutions. Providing insight to resolve problems

• Participating in and maintaining a quality service culture within the Customer Service and division teams

Your Skills and Expertise 

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

• Bachelor’s Degree or higher (completed and verified prior to start) from an accredited institution

OR

• High School Diploma/GED AND four (4) years of Customer Service experience in a private, public, government or military environment

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

• 2+ years using the SAP Order Management system to process & manage customer orders

• 2+ years working withing Sales Force to process

• 2+ years of Using JDE order management system to pr