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:Owns relationships with End Customer by understanding, anticipating,identifying and delivering their service needs and continuously improving the same. Be a single point ofcontact (SPOC) in 3M India for all service needs related to orders, schedules, complaints and other needs.Will be responsible for achievement of high levels of customer satisfaction scores and drive continuousimprovement in service levels. Will have continuous internal interaction with the Relevant Businessteam, Key Account Managers, Supply and Demand Planners in all matters concerning service tocustomers. He/she will be an individual performer with no direct reports.Key Areas of Operations1. Customer relationship management2. Order Processing3. Order Management and Fulfillment4. Upselling and obtaining regular schedule orders5. Internal alignment / coordination for delivery schedules, changes6. Customer complaint management7. Customer satisfaction / rating8. Regular customer contact through visits9. Key Account Support, target attainment10. Customer service data analytics11. Driving process improvement to enhance key account service levels12. Own key performance metricsRoles and ResponsibilitiesFollows a variety of generally defined procedures under general guidance within customer service areas,such as customer inquiries, claims and complaints, customer training, Portal Management, invoicing and order management, etc. Works independently and output is occasionally reviewed while in progress. The supervisor is consulted for assistance in problem areas.1. Customer Relationship Management: Establishes and owns the relationships with theaccounts to understand / anticipate their product and service requirements and improve customersatisfaction by delivering & exceeding on them. Develops regular reports on performance andregularly presents summary data to Supervisor2. Order Fulfillment & Delivery Performance: Drives Customer Order fulfillment and invoicing processfor all the Customers in assigned /Business model and/or Business Division/ geography. Strives forOTIF and Right-first-time stock delivery through regular monitoring and removing of hurdles, if any.Coordinates with other stakeholders / functions (viz.OM, Planning, Warehousing & Distribution, Sales,and Finance) as appropriate. Analyses the OTIF performance to identify & drive improvementinitiatives. Ensures complete Ownership of Order entry, both on timeliness and accuracy. Comply withOrder entry SOP and ensure any deviations are approved basis the Deviation approval process3. Customer Visits/Interactions: Understand customer needs and schedule changes, gather competitiveintelligence, understand service gaps, improvement opportunities and channelizes the same torelevant function / team in 3M. Uses this intangible knowledge & experience to improve his/her ownperformance as CSR5. Customer Issues Resolution: Accountable for ensuring Customer queries and complaints are resolvedsatisfactorily in prescribed time. Exercises discretion and independent judgment in determining andrecommending to customers in resolving complaints and handling adjustments / returns. May need tointeract with other functions for timely issue resolutions6. Continuous Improvement: Identifies patterns of problems to improve customer service andsatisfaction levels. Regularly conducts the Benchmarking of 3M performance against competitors orBest-in-Class and identifies the areas to improvement. Recognizes barriers and develops alternativesthat lead to satisfactory solutions of customer complaints and complex problems, including vendormanaged systems-related matters. Uses Lean Six Sigma methodologies (Lean in Transaction & Service,root cause analysis, DMAIC etc.) to solve complex problems7. Strategic initiatives & Inputs: Participates in the development of functional strategies, asneeded/guided by Supervisor. Will drive/support strategic initiatives viz. Productivity improvement,EDI/EOC implementations, IT system implementation etc. in respective area of operation.9. Compliance & Audits: Actively participates in relevant corporate programs/initiatives, complies withprofessional and quality standards, complies with corporate policies, procedures & SOPs, and acts ina manner consistent with 3M’s values and ethical standards. Will participate in functional audits andsupport the same, as guided by SupervisorKey Performance IndicatorseLines, Loop, Schedule Adherence ,Customer Ratings, CCRT (Customer Complaint Resolution Time), Customer Contact Time- Service Automation, Customer Satisfaction Score.Internal and External ContactsInternal: Primary contacts are typically supervisor, co-workers in Customer Service and other BusinessServices functions and cross-functional (Business, Production Planning, Inventory Planning, Distribution,Sales, Marketing, and Finance).External: Interactions with AOEM/ Tier Customers that involve explaining and discussing information,establishing rapport, exercising patience and gaining understanding. Additionally, he/she will interact withTransporters, logistics service providers on need basis.Complexities of DutiesStructure/Variation of Work: This job involves operations that are not always combined in the same order and requires judgment to deal with several variations in conditions or operations.Problem Solving/Analysis: The job encounters varied problems. Solving them requires assembling andexamining facts, identifying a number of solutions and basing the choice of solutions on reviewing priorpractices and/or experiences in similar situations.Innovation and Creativity: The job primarily requires the application of individual reasoning to the solution of problems in deviating from standard techniques and practices. Employees are expected to offer suggestions for improvements to methods or processes.Restricted Information, maintaining confidentiality: The employee regularly works with restrictedinformation. Contacts both inside and outside 3M provide frequent opportunities for disclosure ofrestricted information in a business setting. Disclosure of restricted information would damage bothstrategic and tactical objectives in the short term and would cause customer dissatisfaction or give anadvantage to a competitor.Reports to: Customer Service Lead, Direct Accounts, 3M India.Location: BangaloreTravel: Requires local & some outstation travel for customer visits to the extent of 30 % of total time.Qualification· Education / Knowledge:o Graduate from college / university,o Domain expertise in Customer Service operations· Work Experienceso 5-7 years of work experienceo At least 5 years in Customer Service roles· PersonalityCustomer orientationVery strong service mentalityStrong Analytics – Power BI (Usage ) , Data analytics to derive Solutions, productivity.Comfortable with team work, collaboration to deliver objectivesManage complex, pressure situations with patience, even temperGood interpersonal and communication skills, ability to communicate with multiple internalstakeholders across functionsLearn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.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.3M Global Terms of Use and Privacy StatementCarefully read these Terms of Use before using this website. 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