3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description:

Customer Service Representative, Mexico City

Collaborate with innovative 3Mers around the world

As a Customer Service Representative, you will play a key role in supporting customer service operations. This role requires strong communication skills, a customer‑focused mindset, and the ability to work in a fast‑paced environment while managing multiple priorities. You will interact directly with external customers and internal teams, ensuring an exceptional service experience throughout the entire order‑to‑delivery process.

The impact you will make in this role

Your responsibilities will include, but are not limited to:

• Acting as the primary liaison between 3M and customers, overseeing the complete order management cycle from entry to delivery.
• Managing incoming calls and inquiries related to product pricing, availability, order status, shipping, and complaints, providing accurate and timely information.
• Collecting, analyzing, and resolving customer issues by engaging the appropriate internal teams.
• Handling complex inquiries using adaptive communication techniques and ensuring timely resolution.
• Preparing outbound communications to provide order updates, product information, pricing details, and availability confirmations.
• Managing worklists, raising internal tickets for order management issues, and resolving system‑related problems involving materials, pricing, and master data.
• Identifying recurring issues and recommending or implementing solutions to improve customer satisfaction.
• Supporting improvements to work processes and tools, participating in meetings to address ongoing issues, and fostering a culture of quality.
• Providing training, supporting cross‑functional teams, and acting as a liaison in process improvement initiatives.
• Educating customers on applicable processes, policies, and price change activities.
• Providing proactive support for Premium and Strategic Key Accounts, as required.

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:

• Advanced to fluent English level
• Two (2) years of experience in Customer Service, Customer Support

• Bachelor’s degree or higher from an accredited institution

Additional qualifications that could strengthen your application include:

• Experience using ERP and CRM systems (SAP and Salesforce).
• Strong problem‑solving and decision‑making skills.
• Ability to work independently and effectively collaborate with cross‑functional teams.
• Experience working with supply chain, planning, program management, portfolio, or sales.
• Strong conflict‑resolution skills and the ability to proactively prevent issues.
• Ability to manage multiple priorities and meet deadlines.
• Strong judgment, discretion, and conceptual thinking ability.

Work Location

• On‑site model: at least four days per week at the 3M offices in Santa Fe, Mexico City

• Travel: Not required, though occasional domestic or international travel may occur if needed.

• Relocation Assistance: Not authorized.

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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