Customer Service Representative (Order Management)

Job

Responsibilities

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.

Qualifications

• Bachelor's degree 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
• Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines