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Job Description:

USAC and Mexico Customer Service Representative, Mexico City

Collaborate with innovative 3Mers around the world

As a Customer Service Representative, you will play a key role in USAC and Mexico Customer Service within the Safety & Industrial Business Group. In this role you will be able to work in a fast-paced environment, directly servicing our external business customers via phone calls, emails, and systematic communications. Your primary focus will be receiving phone calls that can include requests for product pricing, product availability or existing order tracking but can also include customer issues or complaints. The resolutions and responses to these calls are dependent upon each situation and can range from providing information from our primary systems to further investigation or engaging additional teams for escalation. Outbound emailing is also necessary for providing product pricing, product availability or order status updates to external customers.

The impact you will make in this role

Responsibilities include but are not limited to:

• You will manage incoming calls related to product pricing and availability, providing accurate and timely information to customers.

• You will collect and analyze information on customer issues, including product, ordering, or shipping concerns, and engage the appropriate team or process to implement a resolution.

• As you grow within the role, you may own 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 would coordinate with the logistics and supply chain teams to track shipments and update customers on delivery status.

• 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:

• English Level: C1 or higher

• Three (3) years of experience servicing customers within a Customer Service, Customer Support, or related field in a private, public, government or military environment

AND

• Bachelor’s degree or higher (completed and verified prior to start) from an accredited institution

OR

• High school diploma/ GED (completed and verified prior to start) and four (4) years of experience engaging, servicing, or selling to customers, clients, and/or 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:

• Experience in ERP and CRM systems (SAP and Salesforce)

• Ability to independently solve problems and find solutions

• Self-motivated, and able to work effectively, in cross-functional groups, and with internal and external customers

• High level of experience interacting with cross functional teams like supply chain, planning, program management, portfolio and sales

• 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

• Clear and conceptual thinking ability; excellent judgment and discretion

• Ability to handle work-related stress; handle multiple priorities simultaneously; and meet deadlines

Work location:

· Work Location: This role follows an on-site working model, requiring the employee to work at least four days a week at Santa Fe, CDMX

· Travel: No travel is required, but there be occasional domestic or international travel if needed.

· Relocation: Relocation Assistance: Not authorized

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.

Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.3M es un empleador que ofrece las mismas oportunidades. 3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.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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