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Job Description : Job Description :
Job Description :
3M is seeking a Customer Service Representative for the OTC Organization. This position will be located in Belen, Heredia as part of our Global Service Center in Costa Rica.
If you are looking for a career in an open, creative, passionate environment and would like to participate in creating something new - apply today!
Job summary :
The person hired for the position of Customer Service Representative will focus on delivering high quality service and results within our Customer Service Organization by providing white glove service for our customers through timely and accurate order management processing, education and problem solving.
Candidate must be fluid in English, detail oriented. Strong organizational, document management, and communication skills required.
This person will need to have a comprehensive understanding of business processes, procedures, and information, using this active knowledge to manage order entry, order / account issues and troubleshooting ongoing questions that resolves customer pain points in a timely manner.
This individual will need to deal well with ambiguity, while also handling multiple ongoing projects and timelines. This is a customer-facing position, interacting directly with external customers, Sales teams, and partnering with internal 3M groups and cross-functional team members to drive results.
An individual employed in this position is expected to broaden their knowledge of customer service policies and procedures while strengthening skills in problem solving, soft skills, creative thinking and proactive communication.
Strong interpersonal skills in working with diverse levels of business partners, team members and leadership are required to deliver on Customer Service Operations / MSO objectives.
This position works independently to meet targets and objectives set by 3M management. Additionally, the position works with senior co-workers, supervisors and / or management for guidance on difficult or unusual situations.
Primary Responsibilities include but are not limited to the following :
Acts as the primary liaison with 3M customers
Communicates clearly and professionally with 3M personnel by telephone and / or written correspondence
Educates and informs the customer of various processes and directs customers to appropriate resources
Customer Order management from entry to delivery
Develops and leads improvements and / or solutions to work processes and tools
Handles non-routine and difficult inquiries. Adapts differing techniques and methods to develop solutions for a variety of complex issues
Order entry, order status, product info inquiry, complaints, pricing and inventory requests
Resolves non-routine and difficult customer complaints and ensures response to product and service inquiries - Has knowledge and understanding of the current processing systems and can provide service to internal and external customers
Handles internal and external inquiries, claims and complaints; interprets policies and regulations, investigates problems;
and communicate with other departments and providers to research and resolve issues, identify, and implement service solutions
Improves customer satisfaction by identifying patterns of problems and barriers to solutions. Provides insight to resolve problems
Participates in and maintains a quality service culture within the Customer Account Management Team
Participating in daily team meetings to discuss recent activities, daily activities, and barriers to completing work
Excellent organizational and time management abilities to ensure multiple tasks are completed by designated deadlines
Self-motivated, and able to work effectively, in cross-functional groups, and with internal and external customers
Demonstrated attention to detail to prevent errors in work
Flexible attitude and ability to work within a rapidly growing organization
Work closely with others to ensure project deadlines are met while keeping relevant stakeholders in-the-know
Improves customer satisfaction by identifying trends, problems and barriers. Provides insight, makes recommendations for resolution, and develops proactive solutions as part of the organization’s continuous improvement culture.
Provides reports and handles non-routine and difficult inquiries across multiple functional areas (adjustments, credits / debits, post audit and returned goods administration, information technology, supply chain, transportation, pricing and distribution centers)
Adapts differing techniques and methods to develop solutions for a variety of complex customer service issues.
Leads projects, which are generally short-term, with specific results expected, and occasionally broadly-defined results.
Ensures project objectives and deadlines are met.
Must be able to work and handle sensitive / confidential data.
Efficiently build credibility and trust with customers and businesses through timely and accurate Customer service processing.
Knowledge and use of SAP and Sales Force systems, Maintain, and remain current with all SAP / SF training and certifications.
Actively participates in relevant corporate programs / initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.
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.
Participates on department process improvement teams.
Leading by using the freedom to choose methods within broadly defined processes and tools to meet team and area metrics.
Implementing process improvements and / or creative solutions to work processes and tools
Qualifications / Requirements :
Bachelor's degree or higher from an accredited university in such fields as Communication, business administration, or marketing, or equivalent training through experience is normally required to apply knowledge of credit & collections, dispute management and returns / credits principles, theory, and applications.
Minimum one combined year of customer service, finance, supply chain, back office or sales experience.
C1 English proficiency.
Management of telephone systems.
Demonstration of strong interpersonal, communication, analytical, organizational and short-term planning skills.
Develops and broadens negotiating and influencing skills.
Maintains a professional, positive, and tactful demeanor with clients and customers.
Demonstrates the following competencies : adaptability, assertiveness, initiative, accountability, teamwork and continuous improvement mindset
Handles a variety of inquiries and develops solutions for moderately complex issues.
Problem solving requires the use of judgment, research and analytic skills to determine possible solutions and make appropriate choices.
Ability to perform unstructured tasks through independent work and applying judgment, while collaborating in a Team Environment.
Preferred Qualifications :
Desirable experience in logistics.
Experience with customer service processes and systems, including Customer Service Management System (CSMS), Corporate Order Management System (COMS), PeopleSoft (PSAR), Supply Chain Planning and Analysis (SCPA), SAP and SFDC.
Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles.
Visio Process and Flowchart Mapping experience
Advanced skills in Microsoft Office Suite, specifically Word, Excel, PowerPoint and Power BI Reporting.
Demonstrate strong initiative with process improvement activities and ability to influence change management activities.
Excellent communication (verbal and written) and coaching skills
Experience leading Lean Sigma Green Belt projects, cross-functional teams, or equivalent.
Being fluent in French is highly attractive.
Working at 3M
3M is a global company which produces more than 55,000 products worldwide for home use, adhesives, abrasives, non-woven, fire protection, dental and orthodontics, electronic materials, medical and automotive care products.
The company's brands partners Scotch - Brite®, Scotch®, Post - it® and Command™.
3M has operations in more than 70 countries with laboratories in 36 countries. With 30,000 million dollars in sales, its 90,000 employees connect with customers around the world.
Unleash your potential.
Our success depends on the energy of our employees and the high quality of their leadership. Most of all it depends on their continuous improvement.
Move forward.
From sales to manufacturing to marketing to engineering, if you're committed to expanding your knowledge and gaining leading-edge skills, this is the place to do it.
Professional development at 3M includes excellent training, continuing educational support, mentorship from smart, experienced people and more.
Move up - or move in new directions.
You'll find a strong promote-from-within culture here; it's an important aspect of our emphasis on learning and professional growth.
You may also move between business units or even, potentially, to different locations around the world. That's one of the many advantages of our diverse business model and global reach.
Be part of what’s next. Apply Now!
If you are interested in this position, please send your application in English via the 3M Jobs System.
Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter 3M.3M es un empleador que ofrece las mismas oportunidades.
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