Job Description:

The Impact You'll Make In This Role

As a Customer Service Representative for SIBG, serving 3M’s direct buying customers in the Central Europe Region (BNL + DACH), you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world.

Here, you will make an impact by:

• Proactively managing the customer relationship and being the single point of contact for all queries and issues encountered, maintaining relationship with Premium Accounts by understanding, anticipating and identifying their service needs 

• Proactively handling customer transactions related to order management, order status, inquiries regarding backorders and proofs of delivery, notifying the customer of any order issues, including updating customer portals as necessary. 

• Reviewing purchase order requirements to ensure compliance with 3M terms and conditions and liaise with the business on customer relationship management via Salesforce functionalities. 

• Preparing and reviewing the respective reports, internal and external dashboards and with clients during meetings in which you participate, conducting service process analysis and driving process and OTIF improvements 

• Collaborating with all internal logistics, Customer Issue Resolution (Customer complaints department) and collection team and business stakeholders to guarantee service quality and to resolve claims. 

• Participating in customer meetings to identify areas of opportunity to improve customer satisfaction, communication, and efficiency.

Your Skills and Expertise 

To set you up for success in this role from day one, 3M is looking for candidates who must have the following qualifications:

• Equivalent professional experience in Customer Service (min. 2-3 years); alternatively, experience in Order Management, Supply Chain, Accounting will be considered.

• Strong skills of ERP (SAP preferred), CRM systems (Salesforce), MS Office

• English and Dutch at minimum B2 level; knowledge of French will be an asset.

• Ability to provide proactive service and excellent communication skills

Additional qualifications that could help you succeed even further in this role include:

• Well organized and independent at dealing with moderately complex issues

• Eager and capable at improving service and logistics processes

• Ability to manage change including quickly adapting to new systems and processes

Please attach your CV in English.

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Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.

At 3M, we believe diversity & inclusion are essential to innovation. We seek and value differences in people! This Job ad is addressed to all potential candidates. As an equal opportunity employer 3M will not discriminate against any applicant for employment on the basis of race/ethnicity, nationality, religion, sex, gender identity, sexual orientation, pregnancy/maternity-related matters, age or disability, or any other relevant characteristic protected under applicable local law.

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.

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