Customer Service Representative

hace 3 días

Bogotá, Bogotá D.E., Colombia 3M A tiempo completo
Join 3M's Innovative Team as a USAC Customer Service Representative

At 3M, we're committed to innovation and creativity. As a USAC Customer Service Representative, you'll have the opportunity to collaborate with diverse teams around the world and make a meaningful impact in your role.

The Impact You'll Make

As a USAC Customer Service Representative, you'll be responsible for:

  • Acting as the primary liaison between 3M and our customers
  • Handling order entry, order status, product information inquiries, complaints, pricing, shipping, and inventory requests and issues
  • Communicating 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 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 customers of various processes and directing them 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 response to product and service inquiries
  • Handling internal and external inquiries, claims, and complaints; interpreting policies and regulations, investigating 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 Account Management Team
  • Participating 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, participating on department process improvement teams
Your Skills and Expertise

To succeed in this role, you'll need:

  • Bachelor's degree or higher from an accredited institution
  • One (1) year of combined experience in accounts receivable, accounts payable, finance, customer service experience, and/or a direct experience in a 3M Customer Services role in a private, public, government environment
  • English language proficiency level C1

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

  • Possessing a bachelor's degree or higher
  • SAP system experience is preferred
  • 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
  • Knowledge or experience within 3M Customer Services role and responsibilities

At 3M, we're committed to supporting your well-being and providing a competitive compensation package. We regularly benchmark with other companies to ensure our pay and benefits are competitive.

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