3M is seeking a Customer Services Operations Representative for the Business Services Organization Core Division located in Woodbury, MN. At 3M, you can apply your talent in bold ways that matter. Here, you go.
The person hired for the position of Customer Services Operations Representative will focus on delivering high quality Dispute Management and Deduction Resolution service in support of 3M U.S. Businesses.
This person has a comprehensive understanding of business processes and information, and turning data into useful and actionable information. The successful individual will need to deal well with ambiguity while addressing multiple concurrent projects and timelines. Strong interpersonal skills in working with diverse levels of business partners, team members and leadership are required to deliver Customer Service Operations/Business Services Operations objectives.
Primary Responsibilities include but are not limited to the following:
Dispute Management and analysis across 3M Businesses for the U.S. Customer Service Operations group. This individual will research and analyze customer specific deductions, returns, and adjustments in order to identify and implement preventative actions plans.
Provides reports and handles non-routine and difficult inquiries across multiple functional areas (adjustments, credits/debits, post audit and returned goods administration, information technology, customer account management, supply chain, transportation, pricing and distribution centers.
Adapts differing techniques and methods to develop solutions for a variety of complex issues.
Applies analytical skills for analysis and interpretation of trends or data generated by company reporting systems/applications/databases and through extensive use of Microsoft Excel, PeopleSoft, SCPA, and other systems.
Leads projects, which are generally short-term with specific results expected, and occasionally broadly defined results. Ensures project objectives and deadlines are met.
Must be able to work and handle sensitive/confidential financial data.
Efficiently build credibility and trust with customers and businesses through timely and accurate dispute resolution processing.
Participates in and maintains a quality service environment within the Customer Account Management Team.
As US transitions to SAP systems, take required training and become an SAP Dispute Management user.
Improves customer satisfaction by identifying trends, problems and barriers. Provides insight and makes recommendations for resolution
Handles internal and external customer inquiries, claims and complaints; interprets policies and regulations, investigates problems, and communicates with other departments and providers to research and resolve issues, identify and implement service solutions.
Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.
Bachelor's degree or higher from an accredited university
Minimum of two (2) combined years of experience in customer service, finance, supply chain or sales in a private, public, government or military environment
Experience with customer service processes and systems, including Customer Service Management System (CSMS), Corporate Order Management System (COMS), PeopleSoft (PSAR), Supply Chain Planning and Analysis (SCPA), Super User Network (SUN) and SAP.
Strong attention to detail, accuracy, is well organized and excellent time management skills. manager of time.
Visio Process and Flowchart Mapping experience
Advanced skills in Microsoft Office Suite, specifically Word, Excel, and PowerPoint
Demonstrate strong initiative with process improvement activities and ability to influence change management activities.
Excellent communication (verbal and written) and coaching skills
Experience leading Lean Sigma Green Belt projects, cross-functional teams, or equivalent
Must be a self-starter with the ability to function with minimal day to day direction
Strong analytical competencies and aptitude for data analysis
Ability to perform unstructured tasks through independent work and applying judgment, while collaborating in a Team Environment.
Business Transformation projects and support where required.
Location: Woodbury, MN
Travel: May include up to 5%
Relocation: Is not authorized
This position provides an opportunity to transition from other private, public, government or military environments to a 3M career.
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).