Job Title
Export Customer Service Coordinator

Collaborate with Innovative 3Mers Around the World

Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a diversity of people, global locations, technologies and products, 3M is a place where you can collaborate with other curious, creative 3Mers.

This position provides an opportunity to transition from other private, public, government or military experience to a 3M career.

The Impact You’ll Make in this Role

The person hired for the position of Export Customer Service Coordinator will focus on delivering high quality service and results within our Customer Service Organization by providing white glove service for our customers through timely and accurate order processing and problem solving.

This person will need to have a comprehensive understanding of business processes, procedures, and information, using this active knowledge to manage order processing activities. This individual will need to deal well with ambiguity, while also handling multiple ongoing projects and timelines. This position interacts with internal 3M groups and cross-functional team members to drive results.

An individual employed in this position is expected to broaden their knowledge of customer service policies and procedures while strengthening skills in problem solving, soft skills, creative thinking and proactive communication. Strong interpersonal skills in working with diverse levels of business partners, team members and leadership are required to deliver on area objectives. 

Primary responsibilities include but are not limited to:

• Customer order processing in SAP and customer case management in Salesforce.
• Own order entry process for assigned cross-border customers
• Identify and probe for customer’s needs, clarify information, research issues and provide alternatives as needed.
• Reviews purchase order requirements to ensure compliance with 3M terms and conditions.
• Escalate special customer or service center requests or problem issues as appropriate to a supervisor or designated representative
• Analyzes, recommends and suggests alternative solutions to meet customer needs and/or account specific needs
• Consistently apply 3M export and global regulatory policies for internationally destined shipments to meet global trade requirements and minimize risks.
• Educate and inform 3M customers of various processes and direct them to appropriate resources.
• Make process improvement recommendations from data analysis and identify opportunities for continuous improvement in the order entry process.

Skills:

• Demonstrate critical thinking and problem-solving skills.
• Professional verbal and written communication skills.
• Microsoft Office suite including Power BI, SAP, Salesforce.
• Highly organized.
• Superior attention to detail.
• Customer-first mindset.
• Conduct data analysis and present results in an easy-to-understand format.
• Able to adapt to a rapidly changing global environment.
• Ability to multitask through 4-5 different systems/portals
• Ability to work independently without close supervision

Basic Qualifications:

• Bachelor’s degree from an accredited university or equivalent experience.
• B2+ English proficiency both verbal and written.
• Two years of combined experience in Customer Service, Account management, Exports, Transportation, logistics, export control within a private, public or government environment
• Available to work in a hybrid model, working from home and from the office as needed

Preferred Qualifications:

• Must have a strong organizational, document management, logistics and international trade knowledge and communication skills required
• C1+ English proficiency both verbal and written
• Bachelor’s degree with an emphasis in International Business, Foreign Trade and Customs, Global Supply Chain.
• 3 years combined international customer service experience in a manufacturing environment, export control, global transportation, logistics.
• 3 years’ experience working with a global company in a matrixed structure: engaging with plants, distribution centers, divisions, subsidiaries, and customers in different geographies.
• Knowledge of global trade such as export/import documentation, export/import declarations (AES), ECCNs, harmonized tariff codes, country of origin, routed export transactions, Incoterms rules, air/ocean freight, IATA/IMO regulations, letters of credit, pre-shipment inspections, global sourcing/cross-trade/F2F deliveries.
• SAP/Salesforce System experience