Job Responsibilities
Acts as the primary liaison between 3M and customers, overseeing the entire order process from entry to delivery.
Handles order entry, status updates, product inquiries, pricing, shipping, and inventory issues.
Communicates clearly and professionally with both external customers and internal 3M personnel via telephone, chat, and written correspondence.
Manages worklists, raises internal tickets for order management issues, and systematically solves problems related to material information records and master data.
Educates customers on processes, manages price change activities, and handles complex inquiries with adaptive techniques.
Enhances customer satisfaction by identifying and resolving problem patterns.
Provide additional proactive support, as required, for agreed Premium and Strategic Key Accounts.
Develops and supports improvements for work processes and tools.
Participates in meetings to address ongoing issues and maintain a culture of quality.
Supports cross-functional teams, acts as a project liaison, and participates in process improvement teams.
Qualifications
Bachelor's degree with minimum two years in customer service or sales.
Experience working in ERP and CRM systems
Continuous improvement and continuous learning mindset; ability to learn new information quickly
Attention to detail for handling orders, documentation, and product information
Collaboration skills to work effectively with cross-functional and internal teams
Ability to independently solve problems and identify solutions; self-motivated
Clear and conceptual thinking ability; excellent judgment and discretion
Excellent organizational skills
Ability to de-escalate and resolve conflicts effectively
Proactive in resolving issues before they become problems
Proven and reliable follow-through with commitments and resolutions
Customer-focused, positive, and solution-oriented; shows empathy and concern for the needs of others and can adjust tone and structure of communications accordingly
Active listening to understand customer needs and identify appropriate solutions
Excellent oral and written communication in English and customer facing language
Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines

Company in the Philippines.