Sales Support Representative

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

3M es un empleador que ofrece las mismas oportunidades. 3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.

Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.

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