Analyst

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

Customer Service Job Profile

• Lead end-to-end order-to-cash operations: coordinate order entry, stock allocation, invoicing, dispatch, and warehouse routing to meet customer request dates and ensure timely billing.
• Champion customer advocacy and rapid resolution: manage multichannel support (Salesforce, email, phone) to resolve internal and external queries within defined SLAs/TATs; expedite deliveries, clear undelivered shipments, and prevent sales reversals.
• Govern backorder and inventory priorities: validate and correct backorders with business stakeholders; execute manual stock rationalization for constrained materials aligned to commercial priorities.
• Coordinate cross-functional execution: partner with inventory and demand planning, credit services, warehouse, distribution, taxation, business teams, and CIR to deliver on-time service.
• Manage outsourced/back-end partners: direct OM providers (Genpact, Toll, Proteam) for accurate order processing, amendments, and issue resolution.
• Own customer service performance: track and improve CS metrics (e-lines, loops, blocked lines) and drive customer portal adoption to target.
• Deliver actionable visibility: publish daily and monthly reports (sales visibility, service KPIs) to inform stakeholders and accelerate decisions.
• Elevate customer engagement: lead customer and business meetings and site visits; run feedback surveys (VoC), synthesize insights, and implement service enhancements.
• Drive process excellence: design and launch new business model processes, SOPs, and training; lead continuous improvement initiatives across the Order Management cycle.
• Ensure compliance and audit readiness: enforce adherence to CS SOPs; manage internal and external audits.
• Statutory documents: Coordinate & share statutory/regulatory documentation (MSDS, TSDS, COA, RTR, warranty certificates) to internal & external customers.
• Optimize Order Execution: Execute timely order swaps to the appropriate warehouses to balance capacity & reduce cycle time
• Expedite dispute resolution: accelerate investigation and closure of customer credit/debit notes to safeguard revenue recognition and customer satisfaction.
• New Customer / BG Employee training: onboard new customers and train new business group employees on CS tools, systems, and processes (EOC, customer portal, CIR)
• Premium Service for Priority customers: AOEM, Modern Trade, E commerce, Quickcom
  
  
  

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