Job Description:
Customer Service Representative, US (Hybrid)
Collaborate with innovative 3Mers around the world
As a USAC Customer Service representative you will play a key role in Customer Service activities for 3M's Customers in the United States and Canada. In this role you will look to deliver outstanding service to our customers by responding to inquiries, resolving issues and ensuring customer satisfaction. This role includes customer order management activities ranging from entry and maintenance to status and change requests. Daily tasks involve handling customer inquiries about order status, product information, complaints, pricing, shipping and inventory. Proactive problem solving and ongoing communication are essential, both internally and externally to address these various requests. Duties may include but are not limited to:
The impact you will make in this role
You will lead customer satisfaction through proactive customer interactions via the phone, email and chat. You will need to proactively respond to customer inquiries and creatively resolve complex daily issues.
You will drive successful customer order management activities by processing orders accurately and ensuring timely delivery. To do this you will need to interact with sales reps, pricing teams and the customer to ensure pricing, product and order accuracy. You will coordinate with the logistics and supply chain teams to track shipments and update customers on delivery status. You will work with our AR and Disputes areas to help manage returns and exchanges according to company policies.
You will implement change and process improvements by collaborating internally with your team and other internal areas such as sales, supply chain, AR/disputes/returns teams and technical support areas to address customer needs.
You will build strong customer relationships by understanding their order patterns, actively listening to their needs, then using that to find creative solutions to complex issues and inquiries. Adaptive communication is key while balancing ongoing issues, activities and priorities.
Your Skills and Expertise
To set you up for success in this role from day one, 3M is looking for candidates who must have the following qualifications:
Bachelor's degree or higher (completed and verified prior to start) AND two (2) years of experience engaging, servicing or selling to customers, clients, and/or a direct experience in a Customer Services role in a private, public or government environment
OR
High school diploma/ GED (completed and verified prior to start) AND six (6) years of experience engaging, servicing or selling to customers, clients, and/or a direct experience in a Customer Services role in a private, public or government environment
Additional qualifications that could help you succeed even further in this role include:
Possess a bachelor's degree or higher (completed and verified prior to start)
Six (6) years of experience with a customer service role
Fluent in both English and French
Experience in EPR and CRM systems (SAP and Salesforce)
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
Work location:
Hybrid
?Travel: May include up to 10% domestic/International
Relocation Assistance: Is not authorized
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).
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.
Chat with Max
For assistance with searching through our current job openings or for more information about all things 3M, visit Max, our virtual recruiting assistant on 3M.com/careers.
Applicable to US Applicants Only:The expected compensation range for this position is $74,644 - $91,231, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate's relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.). Additional information is available at: https://www.3m.com/3M/en_US/careers-us/working-at-3m/benefits/.
Good Faith Posting Date Range 06/02/2025 To 07/02/2025 Or until filled
All US-based 3M full time employees will need to sign an employee agreement as a condition of employment with 3M. This agreement lays out key terms on using 3M Confidential Information and Trade Secrets. It also has provisions discussing conflicts of interest and how inventions are assigned. Employees that are Job Grade 7 or equivalent and above may also have obligations to not compete against 3M or solicit its employees or customers, both during their employment, and for a period after they leave 3M.
Learn more about 3M's creative solutions to the world's problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.
Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.
Pay & Benefits Overview: https://www.3m.com/3M/en_US/careers-us/working-at-3m/benefits/
3M does not discriminate in hiring or employment on the basis of race, color, sex, national origin, religion, age, disability, veteran status, or any other characteristic protected by applicable law.
Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.
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