USAC Customer Service Representative - Remote Eligible

USAC Customer Service Representative, Costa Rica

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.

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:

• High school diploma or higher (completed and verified prior to start)
• Three (3) years of combined experience engaging, servicing, selling and issue resolution to customers or clients, in a customer service, support, analyst role, in a private, public or government environment
• English C1 or higher

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

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.