Customer Service Analyst

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Customer Service Representative, Channel and Retail Business

Business Services Operations, 3M India

Owns relationships with Channel Partners

by understanding, anticipating,

identifying and delivering their service needs and continuously improving the same. Be a single point of

contact (SPOC) in 3M India for all service needs related to orders, complaints and other needs.

Will be responsible for achievement of high levels of customer satisfaction and drive continuous

improvement in service levels. Will have continuous internal interaction with the Relevant Business

team, Supply and Demand Planners in all matters concerning service to customers. He/she will be an individual performer with no direct reports.

Key Areas of Operations

Customer relationship management Order Processing Order Management and Fulfillment Collaboration with internal stakeholders (SCM, Distribution , Finance etc) for meeting the customer requirements. Customer complaint management Regular customer contact through visits 8 . Maintaining high level of service level for Prime Partners Driving process improvement to enhance Service levels Own key performance metrics

Roles and Responsibilities

Follows a variety of generally defined procedures under general guidance within customer service areas,

such as customer inquiries, claims and complaints, customer training, call center(s), invoicing and order

management, etc. Works independently and output is reviewed on a regular basis.

The supervisor is consulted for assistance in problem areas.

1. Customer Relationship Management: Establishes and owns the relationships with the

Channel partners/ Customers to understand / anticipate their product and service requirements and improve customer satisfaction by delivering & exceeding on them. Develops regular reports on performance and regularly presents summary data to Supervisor

2. Order Fulfillment & Delivery Performance: Drives Customer Order fulfillment and invoicing process

for all the Customers in assigned /Business model and/or Business Division/ geography. Strives for

OTIF 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. Ensures complete Ownership of Order entry, both on timeliness and accuracy. Comply with Order entry SOP and ensure any deviations are approved basis the Deviation approval process

3. Customer Visits/Interactions: Regular interaction and visit to Channel Partners to Understand customer needs, understand service gaps, improvement opportunities and channelizes the same to relevant function / team in 3M. Uses this intangible knowledge & experience to improve his/her own performance as CSR

5. Customer Issues Resolution: Accountable for ensuring Customer queries and complaints are resolved

satisfactorily in prescribed time. Exercises discretion and independent judgment in determining and

recommending to customers in resolving complaints and handling adjustments / returns. May need to

interact with other functions for timely issue resolutions

6. Continuous Improvement: Identifies patterns of problems to improve customer service and

satisfaction levels. Regular interaction with Channel partners & identifies the areas of improvement. Recognizes barriers and develops alternatives that lead to satisfactory solutions of customer complaints and complex issues.

Uses Lean Six Sigma methodologies (Lean in Transaction & Service,

root cause analysis, DMAIC etc.) to solve complex problems

7. Strategic initiatives & Inputs: Participates in the development of functional strategies, as

needed/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 with

professional and quality standards, complies with corporate policies, procedures & SOPs, and acts in

a manner consistent with 3M's values and ethical standards. Will participate in functional audits and

support the same, as guided by Supervisor

Key Performance Indicators

eLine , Loop , Fill Rate, CCRT (Customer Complaint Resolution Time), Customer Contact Time, Service Automation metrics and other metrics as provided by the supervisor.

Internal and External Contacts

Internal: Primary contacts are typically supervisor, co-workers in Customer Service and other Business

Services functions and cross-functional (Business, Production Planning, Inventory Planning, Distribution,

Sales, Marketing, and Finance).

External: Interactions with Channel Partners in establishing rapport.

Additionally, he/she will interact with Transporters, logistics service providers on need basis.

Complexities of Duties

Structure/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 and

examining facts, identifying a number of solutions and basing the choice of solutions on reviewing prior

practices 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 restricted

information. Contacts both inside and outside 3M provide frequent opportunities for disclosure of

restricted information in a business setting. Disclosure of restricted information would damage both

strategic and tactical objectives in the short term and would cause customer dissatisfaction or give an

advantage to a competitor.

Qualification

o Graduate from college / university,

o Domain expertise in Customer Service operations

Work Experiences

o 3 -4

years of work experience

o At least 3 years in Customer Service roles

Personality

Customer orientation

Strong Analytical skills ? Need to have ability to use Power BI , Skills to analyse data to derive solutions and achieve productivity

Very strong service mentality

Comfortable with team work, collaboration to deliver objectives

Manage complex, pressure situations with patience, even temper

Good interpersonal and communication skills, ability to communicate with multiple internal stakeholders across functions

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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.

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