**Job Description**:
Job summary:
The person hired for the position of Global 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, all the logistics process since order is ship until it is delivered, issues and troubleshooting ongoing questions that resolves customer pain points in a timely manner. 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 Customer Service Operations/MSO objectives.
This position works independently to meet targets and objectives set by 3M management. Additionally, the position works with senior co-workers, supervisors and/or management for guidance on difficult or unusual situations.
Primary Responsibilities include but are not limited to the following:
- Collaborates with cross-functional teams to manage global order to cash process
- Handles activities related to sourcing, transportation, and delivery of orders throughout the entire supply chain
- Own and manage all aspects the customer relationship
- Handling of customer complaints, reporting and all urgent matters
- Anticipate and identify customer requirements
- Make process improvement recommendations from data analysis.
- Work closely with carriers to request international documents (BL, AWB) freight charges and shipments status.
- Prioritize the task according to urgency, stop line, shelf-life product, and other customers urgency.
- Acts as the primary liaison with 3M customers
- Communicates clearly and professionally with 3M personnel by telephone and/or written correspondence.
- Educates and informs the customer of various processes and directs customers to appropriate resources
- Develops and leads improvements and/or solutions to work processes and tools
- Handles non-routine and difficult inquiries. Adapts differing techniques and methods to develop solutions for a variety of complex issues
- Order change, order status, product info inquiry, complaints, pricing and inventory requests
- Resolves non-routine and difficult customer complaints and ensures response to product and service inquiries - Has knowledge and understanding of the current processing systems and can provide service to internal and external customers
- Handles internal and external 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
- 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 within the Customer Account Management Team
- Participating in daily team meetings to discuss recent activities, daily activities, and barriers to completing work
- Excellent organizational and time management abilities to ensure multiple tasks are completed by designated deadlines
- Self-motivated, and able to work effectively, in cross-functional groups, and with internal and external customers
- Demonstrated attention to detail to prevent errors in work
- Flexible attitude and ability to work within a rapidly growing organization
- Work closely with others to ensure project deadlines are met while keeping relevant stakeholders in-the-know
- Improves customer satisfaction by identifying trends, problems and barriers. Provides insight, makes recommendations for resolution, and develops proactive solutions as part of the organization's continuous improvement culture.
- Provides reports and handles non-routine and difficult inquiries across multiple functional areas (adjustments, credits/debits, post audit and returned goods administration, information technology, supply chain, transportation, pricing and distribution centers)
- Adapts differing techniques and methods to develop solutions for a variety of complex customer service issues.
- Leads projects, which are generally short-term, with specific results expected, and occasionally broadly-defined results. Ensures project objectives and