Customer Service Analyst – (Back end Customer Operation support)

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Job Description:

This is an individual contributor role. To provide excellence in Customer Service to 3M Customers through business specific and knowledge driven order management & problem solving to manage critical line stop to achieve customer service level at maximum for every win. Serves as a first level escalation resource for routine and basic non-routine issues brought up by others whether internal stakeholders or external customers. Assists in analyzing customer service reports and handles simple and moderately complex validation related to the process. Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods. Most complex problem solving may require the use of increased judgment to handle some variations in conditions or operations, making decisions based on selecting from alternative courses of action using greater adaptation to circumstances when necessary.

Duties and Responsibilities

• To provide service and support through utilizing Salesforce, SAP & customer specific portals to manage the end-to-end order flow, including order entry and worklist management. Ensuring all transactions always meet the required compliance standards and defined Service Level Agreements.
• Accountable for OTC missed OTIF, investigations & corrective actions. Responsible for resolving simple to mid-complex issues and providing issue resolution according to the set guidelines provided.
• To maintain critical customer specifications, where applicable, customer master data & part numbers within SAP.
• To proactively notify Customer Facing team of any issues with transmitting or entering their order due to pricing, Certs, MOQ issues or any other issues identified.
• To collaborate with all internal stakeholders thru emails, meetings or phone calls which would require high level of accuracy and critical thinking to ensure customer orders flow and any queries are resolved in a timely manner following process.
• To build & maintain a strong & collaborative relationship with the Proactive Customer Facing CSRs & the business.
• To take ownership, trouble shoot and resolve any line stop or Aircraft on Ground situations, liaising with all stakeholders during investigation and at resolution
• Order & LOOP trend analysis – identifying customer order trends and opportunities for improvements
• To meet all company defined metrics, KPIs & SLAs.
• Participate in all company initiatives eg. daily tier reviews, team meetings, training as well as completing all compliance and EHS courses are required and may be involved in pre/post deployment support.
• Follow-up on process delays and/or coordinate activities required to complete assigned tasks within SLA targets.
• May be required to generate and provide simple reports and analytics directly related to the function.
• Continuous improvement of processes and Lean Six Sigma project coordination which may include Identifying opportunities to improve data quality & reduce cycle time.
• Other administrative duties may be required by the business.
• Analyzes, recommends, and suggests alternative solutions to meet customer needs and/or account specific needs.
• Customer service, issue resolution, analytical with good problem-solving skills and critical thinking and process and tool training and expertise.

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