Customer Service Representative [Canada]

 

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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

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.

• Proven category leadership
• Exposure to attractive end-markets
• Innovation mindset driving improved patient outcomes
• Collaborative customer relationships
• Deep global regulatory experience
• Operational excellence and strong cash flow
• Strong sales growth and profitability with significant recurring sales

We expect the creation of the two companies will be completed by the end of 2023. For now, we will continue to operate as one global company. This role is positioned to drive the success of the "New Health Care Company”.

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

As a Customer Service Representative, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

Primary responsibilities include but are not limited to the following:

• Acts as the primary liaison between 3M and our customers
• Handles Order entry, order status, product info inquiry, complaints, pricing, shipping and inventory requests and issues
• Communicates clearly and professionally with external customers and internal 3M personnel by telephone and/or written correspondence
• Worklist management including raising internal tickets to address issues/concerns with order management, shipping/tracking, product inquiries and pricing/invoicing
• Systematic problem solving in regards to material information records and master data monitoring
• Communicating and working with price change activity, looking at order reports and communicating with customers and internal teams
• Educates and informs the customer of various processes and directs customers to appropriate resources
• Managing the customer order process from entry to delivery
• Develops and leads improvements and/or solutions to work processes and tools
• Handles non-routine and difficult inquiries. Adapts differing techniques and methods to develop solutions for a variety of complex issues
• Resolves non-routine and difficult customer complaints and ensures response to product and service inquiries - Has knowledge and understanding of the current processing systems and can provide service to internal and external customers
• Handles internal and external inquiries, claims and complaints; interprets policies and regulations, investigates problems; and communicate with other departments and providers to research and resolve issues, identify and implement service solutions
• Improves customer satisfaction by identifying patterns of problems and barriers to solutions. Provides insight to resolve problems
• Participates in and maintains a quality service culture within the Customer Account Management Team
• Participates in Business Division/Supply Chain meetings and reviews to discuss customer accounts, ongoing issues and areas of need
• May provide training to new employees and other members of work groups. May develop and lead cross-functional business teams and may act as project liaison. Participates on department process improvement teams.

Your Skills and Expertise

To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:

• Bachelor’s degree or higher (completed and verified prior to start)
• Two (2) years of combined experience engaging, servicing or selling to customers, clients, and/or a 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:

• SAP and salesforce system experience is preferred
• Experience within a 3M customer Service role
• Six (6) years experience within a customer service/sales role
• 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
• Knowledge or experience within 3M Customer Services role and responsibilities

Work location:

• Work Your Way Eligible (Employee choice to work remote, on site, or hybrid)

Travel: May include up to 10% domestic/international

Relocation Assistance: May be authorized

Must be legally authorized to work in country of employment.

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.

3M Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We work to reflect the diversity of our global customers, suppliers and channel partners, and build on each individual employee’s abilities.

At 3M, we know that inclusion is the key to unlocking the power of our diversity. An inclusive culture is one that supports and appreciates differences, and provides fair and equal opportunities for everyone. It’s a place where people realize they are respected for their whole and unique selves, and that they belong. Inclusion leads to engagement, which in turn fosters the collaboration, creativity and innovation that drive long-term growth – for 3M as well as for our people and our teams.

Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter @3M_Canada or @3MNewsroom.

3M Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.

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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