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Customer Service Representative (Woodbury, MN) at 3M

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Woodbury, Minnesota

Job Description:

3M is seeking a Customer Service Representative for the Business Services Organization Division located in Woodbury, MN. At 3M, you can apply your talent in bold ways that matter.

Job Summary:

The person hired for the position of Customer Service Representative will be highly-engaged and handle varied customer transactions; including inbound calls, customer order entry and servicing customer accounts; communicate with other departments and providers to research and resolve issues, identify and implement service solutions; monitor progress using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; and other duties as assigned.

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

  • Develops and leads improvements and/or solutions to work processes and tools

  • Links projects to business strategies and initiates actions that deliver results

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

  • 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 customer 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

Basic Qualifications:

  • Bachelor's degree or higher from an accredited university

  • Minimum of three (3) years of combined experience in customer service and/or sales in a private, public, government or military environment ​

Preferred Qualifications:

  • SAP system experience is preferred

  • Experienced with cross-functional project leadership preferred

  • Possesses exceptional customer service competencies

  • Enjoys helping and interacting with other people in a friendly courteous manner and give continuous attention to customer satisfaction

  • Ability to resolve conflicts effectively and take the initiative to resolve issues before they become problems

  • Ability to work in a high volume rapidly changing environment

  • Ability to work in a team environment and willing to collaborate and compromise, including team leadership

  • Strong Active Listening skills

  • Ability to follow through with commitments and show concern for the needs of others

  • Excellent oral and written communication, including presentation skills

  • PC literate, including Microsoft Office products and 3M Customer Service systems

  • Strong organizational skills with the ability to stay focused on tasks

  • Good interpersonal 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

Location: Maplewood, MN

Travel: May include up to 10% domestic/international

Relocation: Is not authorized

This position provides an opportunity to transition from other private, public, government or military environments to a 3M career.

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status)

See job description.