**Job Description**:
3M is seeking a Sales Support Representative for Sample Center LATAM Team region.
region located in San Jose, Costa Rica.
Job Summary:
The person hired for the position of Sales Support Representative will handle varied internal customer transactions; customer sample order management (entry, inventory, documentation, others) and servicing customer accounts; communicate with other departments and providers to research and resolve issues, identify and implement service solutions; monitor progress and generate reports using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; and other duties as assigned.
Fulfill KPIs targets related to all activities above.
Primary Responsibilities include but are not limited to the following:
- Acts as the primary liaison with internal customers.
- Communicates clearly and professionally with the customer or supplier.
- Educates and informs internal customers of various processes and directs to appropriate resources.
- Has knowledge and understanding of the current processing systems and can provide service to internal and external customers.
- Handles internal and external customer 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.
- Practices first call resolution with internal and external customers; 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, supporting the organization's quality program(s).
- Continuous improvement of processes and Lean Six Sigma project coordination which may include identifying opportunities to improve data quality & reduce cycle times.
- Responsible for monitoring work queues in Salesforce for new requests.
- May include training and development skills for new hires.
- Act according to 3M regulation and policies.
Basic Qualifications:
- Possess a Bachelor's degree or higher (completed and verified prior to start) from an accredited institution.
- Minimum of one (1) year of combined experience in customer service and/or sales in a private, public, government, or military environment.
- English level: 80% proficiency (written and spoken).
Preferred Qualifications:
- Salesforce system experience is preferred.
- Samples, Demand or Supply process experience.
- Experienced with cross-functional project participation.
- Possesses exceptional customer service competencies.
- Enjoys helping and interacting with other people in a professional, courteous manner and give continuous attention to customer satisfaction.
- Ability to resolve conflicts effectively and take the initiative to resolve issues quickly before they become problems.
- Ability to work in a high volume rapidly changing environment.
- Ability to work in a team environment and willing to collaborate and compromise, including team leadership.
- Strong Active Listening skills.
- Ability to follow through with commitments and show concern for the needs of others.
- Excellent oral and written communication, including presentation skills.
- Microsoft Office products, 3M Customer Service systems is a plus.
- Strong organizational and multitasking skills with the ability to stay focused on prioritized tasks.
- Good interpersonal skills.
- Clear and conceptual thinking ability; excellent judgment and discretion.
- Ability to handle work-related stress; handle multiple priorities simultaneously; and meet deadlines
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