Customer Service Representative

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Job Description:

General Purpose / Summary

1. Meets JG7 requirements and works more independently within generally defined procedures.

2. Handles a broader range of moderately complex inquiries and account situations with limited supervision.

3. Uses stronger analytical skills and prior experience to resolve issues.

4. Identifies patterns, recurring issues, and improvement opportunities.

5. May participate in or lead smaller projects within one or more disciplines.

Freedom to Act

(Freedom to make decisions within the chain of command)
1. Meets JG7 requirements and works independently in most day-to-day activities.

2. Output is reviewed occasionally while in progress or at completion.

3. Consults supervisor mainly in problem areas or exceptions.

4. Adapts procedures and approaches within established guidelines.

5. Aligns with 3M Performance Culture expectations.

People / Change Management

1. Meets JG7 requirements and provides guidance or training to lower-level coworkers on moderately complex duties.

2. Coordinates with cross-functional teams to support changes in process or execution.

3. May help onboard new employees or share best practices.

4. Not expected to lead formal training programs or full change leadership.

Analytical / Problem Solving

1. Meets JG7 requirements and handles a wider variety of moderately complex inquiries.

2. Uses intermediate analytical skills to review trends, data, and recurring issues.

3. Uses experience, research, and prior practices to develop solutions.

4. Conducts short-term planning related to forecasting and business partner support with less supervision.

Main Responsibilities

1. Meets JG7 responsibilities and performs them with greater independence.

2. Handles moderately complex customer inquiries and complaints and supports implementation of improvements.

3. Identifies patterns to improve service levels and customer satisfaction.

4. Manages AOG or line stop situations more independently.

5. Meets KPIs, SLAs, and supports compliance requirements.

6. Provides import/export support including regulatory and classification guidance where applicable.

7. Prepares moderately complex qualitative and quantitative service reports and proposes improvements.

8. Identifies opportunities to improve communication, efficiency, and customer satisfaction.

9. May serve as SME or super user for business transformation efforts if assigned.

10. Participates in corporate programs, meetings, and initiative deployments.

11. Provide flexible support for urgent or ad hoc customer, business, or company operational requirements outside regular working hours when necessary.

Interaction

1. Meets JG7 requirements and explains issues with greater process depth and confidence.

2. Interacts regularly with external customers and internal partners to resolve moderately complex matters.

3. Identifies opportunities to improve communication and operational efficiency.

4. Actively participates in corporate programs and adheres to 3M values.

Education / Experience

1. Meets JG7 baseline education requirements.

2. Typically 2-3 years of relevant experience in Customer Service, Supply Chain, Manufacturing Operations, Logistics, or IT in local or international companies.

Knowledge Requirements

1. Meets JG7 requirements and applies a stronger working knowledge of customer service disciplines.

2. Demonstrates more substantial product, market, system, and process expertise.

3. Proficient in SAP, Salesforce, CRM tools, and MS Office.

4. Shows stronger analytical and problem-solving skills including corrective and preventive actions.

5. Capable of training others.

6. Able to manage change and work across diverse geographies and business processes.

Preferred Qualifications

1. Meets JG7 preferred qualifications.

2. Higher proficiency expected in analytics and system expertise.

3. More experience handling moderately complex customer situations is preferred.

Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.

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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