3M is seeking a Senior Customer Representative for the Business Service Operation located in Manila, Philippines. Ready to be part of what’s next?
The position of Sr Customer Service Analyst will be responsible for, but not limited to the following specific duties:
1. Follows general guidance within Customer Service in the area of Account Management, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics, etc.
2. Maintains relationships with customers or specific accounts by understanding, anticipating, and identifying their product requirement and service needs.
3. Handles customer inquiries/complaints such as product returns/exchanges, pricing issues, product promotions, where to buy products, etc. and identifies and implements improvements to respective department(s)
4. Handles customer transactions related to order management, order status, inquires, back orders, proofs of delivery, freight claims, payment deductions or discrepancies, and other related policies and procedures
5. Updates customers on 3M’s latest methods and procedures to meet their requirements
6. Serves as the primary contact of external customers and internal business partners on areas related to orders, product inquiries and complaints.
7. Provides regular updates to customer on the status of their orders and complaints.
8. Identifies areas of opportunity to improve communication, efficiency of operations, customer satisfaction, and sales expectation identification to strengthen the 3M/customer partnership
9. Attends and participates in Sales and Operations meeting to drive customer order cycle time and on-time delivery improvement.
10. Liaises within 3M internal to serve the requirements of the customer.
The successful person will have…
Required
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College Graduate of any Business or Related Course
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With 2-3 years sales work experience in Customer Service
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Good communication skills
Preferred
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Experience in Customer Service
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Knowledge of SAP-OTC
INTERNAL APPLICANTS & REFERRALS
Interested 3Mer applicants should apply by completing an Internal Job Application Form and submitting it via email to Sookie Chiongbian on or before 5pm, Monday, February 22, 2016. See our Internal Job Application Procedure for more details.
Referrals may be directed to our 3M Careers Page, or sent directly to Grace Tambunan, Talent Acquisition COE.
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