Description
As a Customer Service Representative with 3M Global Business Services, you'll support global B2B customers and business partners across international markets.
You'll help customers navigate the Order-to-Cash journey, including inquiries, order support, delivery coordination, follow-ups, and issue resolution.
What You'll Do
- Acts as the primary liaison between 3M and customers, overseeing the entire order process from entry to delivery.
- Handles order entry, status updates, product inquiries, pricing, shipping, and inventory issues.
- Communicates clearly and professionally with both external customers and internal 3M personnel via telephone, chat, and written correspondence.
- Manages worklists, raises internal tickets for order management issues, and systematically solves problems related to material information records and master data.
- Educates customers on processes, manages price change activities, and handles complex inquiries with adaptive techniques.
- Enhances customer satisfaction by identifying and resolving problem patterns.
- Provide additional proactive support, as required, for agreed Premium and Strategic Key Accounts.
- Develops and supports improvements for work processes and tools.
- Participates in meetings to address ongoing issues and maintain a culture of quality.
- Supports cross-functional teams, acts as a project liaison, and participates in process improvement teams.
What You'll Gain
- Global B2B experience and cross-functional business exposure.
- Future-ready skills in communication, problem solving, process improvement, analytics, automation, and AI-enabled ways of working.
- A respectful, collaborative culture where teams support each other, celebrate wins, and have fun.
- Career growth with 3M, a global science company making meaningful impact.
What We're Looking For
- Bachelor's degree, or High school diploma/GED with minimum two years in customer service or sales.
- Experience working in ERP and CRM systems.
- Continuous improvement and continuous learning mindset; ability to learn new information quickly.
- Attention to detail for handling orders, documentation, and product information.
- Collaboration skills to work effectively with cross-functional and internal teams.
- Ability to independently solve problems and identify solutions; self-motivated.
- Clear and conceptual thinking ability; excellent judgment and discretion.
- Excellent organizational skills.
- Ability to de-escalate and resolve conflicts effectively.
- Proactive in resolving issues before they become problems.
- Proven and reliable follow-through with commitments and resolutions.
- Customer-focused, positive, and solution-oriented; shows empathy and concern for the needs of others and can adjust tone and structure of communications accordingly.
- Active listening to understand customer needs and identify appropriate solutions.
- Excellent oral and written communication in English and customer-facing language (C1 or higher preferred).
- Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines.