Customer Service Representative (CSR)  

Responsibilities:

• Acts as the primary liaison between 3M and customers, overseeing the entire order process from entry to delivery.
• Handles order entry, status updates, product inquiries, complaints, pricing, shipping, and inventory issues.
• Communicates clearly and professionally with both external customers and internal 3M personnel via telephone, chat, and written correspondence.
• Manages worklists, raises internal tickets for order management issues, and systematically solves problems related to material information records and master data.
• Educates customers on processes, manages price change activities, and handles complex inquiries and complaints with adaptive techniques.
• Enhances customer satisfaction by identifying and resolving problem patterns.
• Provide additional proactive support, as required, for agreed Premium and Strategic Key Accounts.

Requirements:

• Bachelor's degree
• Minimum two years in customer service or sales.

Additional qualifications that could help you succeed even further in this role include:

• Experience working in ERP and CRM systems
• Continuous improvement and continuous learning mindset; ability to learn new information quickly
• Attention to detail for handling orders, documentation, and product information
• Collaboration skills to work effectively with cross-functional and internal teams
• Ability to independently solve problems and identify solutions; self-motivated
• Clear and conceptual thinking ability; excellent judgment and discretion
• Excellent organizational skills
• Ability to de‑escalate and resolve conflicts effectively
• Proactive in resolving issues before they become problems
• Proven and reliable follow‑through with commitments and resolutions
• Customer‑focused, positive, and solution‑oriented; shows empathy and concern for the needs of others and can adjust tone and structure of communications accordingly
• Active listening to understand customer needs and identify appropriate solutions
• Excellent oral and written communication in English (C1 or higher preferred)
• Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines