USAC Bilingual Customer Service Representative

hace 1 mes

Bogotá, Bogotá D.E., Colombia 3M A tiempo completo
Join Our Team as a USAC Bilingual Customer Service Representative

At 3M, we're committed to innovation and excellence. We're seeking a highly skilled and motivated USAC Bilingual Customer Service Representative to join our team.

Key Responsibilities:
  • Act as the primary liaison between 3M and our customers, providing exceptional service and support.
  • Handle order entry, order status, product information inquiries, complaints, pricing, shipping, and inventory requests and issues.
  • Communicate clearly and professionally with external customers and internal 3M personnel by telephone and/or written correspondence.
  • Manage worklists, including raising internal tickets to address issues/concerns with order management, shipping/tracking, product inquiries, and pricing/invoicing.
  • Systematically solve problems related to material information records and master data monitoring.
  • Communicate and work with price change activity, reviewing order reports, and communicating with customers and internal teams.
  • Educate and inform customers about various processes and direct them to appropriate resources.
  • Manage the customer order process from entry to delivery.
  • Develop and lead improvements and/or solutions to work processes and tools.
  • Handle non-routine and difficult inquiries, adapting techniques and methods to develop solutions for complex issues.
  • Resolve non-routine and difficult customer complaints and ensure responses to product and service inquiries.
  • Handle 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.
  • Improve customer satisfaction by identifying patterns of problems and barriers to solutions, providing insights to resolve problems.
  • Participate in and maintain a quality service culture within the Customer Account Management Team.
  • Participate 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, develop and lead cross-functional business teams, and act as a project liaison.
Requirements:
  • 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.
Preferred Qualifications:
  • Possess 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.
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.

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