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:Job TitleExport Customer Service AnalystCollaborate with Innovative 3Mers Around the WorldChoosing 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 RoleThe person hired for the position of Export Customer Service Analyst 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 management processing, education 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 changes, logistics processes and issue resolution, from order entry to delivery.
This individual will need to deal well with ambiguity, while also handling multiple ongoing projects and timelines.
This is a customer-facing position, interacting directly with external customers, sales teams, and partnering 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 management in SAP and customer case management in Salesforce.Own end-to-end order management process for assigned cross-border customers.Collaborate with cross-functional teams to manage global order end-to-end processes (sales, marketing, credit, planning, warehouse, logistics, freight forwarders, customer issue resolution, and other parties as needed).Manage activities related to sourcing, transportation, and delivery of cross-border orders throughout the entire supply chain.Manage and support all aspects of the customer relationship.Consistently apply 3M export and global regulatory policies for internationally destined shipments to meet global trade requirements and minimize risks.Anticipate and identify customer requirements in an export-import process.Resolve customer complaints promptly.Educate and inform 3M customers of various processes and direct them to appropriate resources.Resolve complex and difficult customer concerns.Make process improvement recommendations from data analysis and identify opportunities for continuous improvement in the order management process.Acts as the primary liaison between 3M and our customersHandles Order entry, order status, product info inquiry, complaints, pricing, shipping and inventory requests and issuesCommunicates clearly and professionally with external customers and internal 3M personnel by telephone and/or written correspondenceWorklist management including raising internal tickets to address issues/concerns with order management, shipping/tracking, product inquiries and pricing/invoicingSkills: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.Basic Qualifications:Bachelor's degree from an accredited university or equivalent experience.C2 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 environmentPreferred Qualifications:Must have a strong organizational, document management, logistics and international trade knowledge and communication skills requiredBachelor'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 experienceSupporting Your Well-being3M 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.
