Job Description:
Primary Responsibilities include but are not limited to the following:
- Accurately enter required data and process orders in accordance with department procedures.
- Identify and probe for customer’s needs, clarify information, research issues and provide alternatives as needed.
- Collaborates with cross-functional teams to manage global order to cash process
- Sourcing, Transportation, and delivery of orders throughout the entire supply chain
- Communicate with other departments and providers to research and resolve issues, identify and implement service solutions
- Analyzes, recommends and suggests alternative solutions to meet customer needs and/or account specific needs
- 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
- Notify supervisor or designated representative of issues or trends with impact on customer satisfaction.
- Participate in any and all reasonable work activities as assigned and deemed appropriate by management including but not limited to over time.
- Achieve and maintain Performance Objectives.
- Own and manage all aspects the customer relationship
- Handling of customer complaints, reporting and all urgent matters
- Work closely with carriers to request international documents (BL, AWB) freight charges and shipments status.
- Prioritize the task according to urgency, stop line, shelf-life product, and other customers urgency. Order change, order status, product info inquiry, complaints, pricing and inventory requests
- 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.
Skills and Expertise:
- The individual must be highly organized, have great attention to details, analytical, has a customer first mindset and be able to work in a fast-paced environment
- Flexible & Adaptable with workflow processes, and priorities.
- Capability to work effectively and exercise sound business judgment in a team environment, as well as independently.
- Operate independently without close supervision.
- Ability to convey a positive customer service and team-oriented attitude.
- Maintain complete confidentiality and discretion in business relationships.
- Ability to maintain confidentiality and exercise discretion in all business dealings.
- Availability to work from the office when needed as well as work from home.
Basic Qualifications:
- Bachelor’s degree from an accredited university related to Foreign Trade and Customs, Logistics or Business Administration. Or 1+ years equivalent experience on the fields mentioned above.
- Advance English Level B2+.
- At least 1- 2 years of customer service experience, order management and/or Logistics/Shipping, experience with Incoterms, International Transportation, Freight Forwarders and/or global sourcing
Preferred Qualifications:
- Experience with Microsoft Office applications including Word, Excel & Outlook
- Experience with Reports generating, analyzing, and presenting data in an easy-to-understand format
- Knowledge and use of SAP and Sales Force
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.
Please access the linked document by clicking select the country where you are applying for employment, and review. Before submitting your application, you will be asked to confirm your agreement with the terms.