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, Costa Rica (Hybrid)

Collaborate with innovative 3Mers around the world

As a Customer Service Representative, you will play a key role in USAC Customer Service within the Consumer Business Group. In this role you will work in a fast paced, 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

• 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, Sales 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: 

• Possess a bachelor’s degree or higher (completed and verified prior to start)
• 3M experience servicing customers
• Experience in EPR 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
• 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

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.

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