3M Hiring Customer Service Analyst in Bangalore | ₹4-7 LPA

3M is recognized for its culture of innovation and curiosity. The company encourages employees to explore ideas, think differently, and take thoughtful risks to create meaningful solutions.

Customer Service Job Profile

• Manage end-to-end order to cash operations: coordinate order entry, stock allocation, invoicing, dispatch activities, and warehouse routing to meet customer delivery timelines and ensure accurate billing.
• Support customer resolution and advocacy: handle multichannel support through Salesforce, email, and phone. Address internal and external queries within defined SLAs and expedite deliveries, resolve undelivered shipments, and prevent sales reversals.
• Oversee backorder and inventory priorities: review and correct backorders with stakeholders and perform manual stock rationalization for constrained materials aligned with business priorities.
• Coordinate cross functional activities: work with inventory and demand planning, credit services, warehouse, distribution, taxation teams, business units, and CIR to deliver reliable service.
• Manage outsourced partners: guide order management service providers such as Genpact, Toll, and Proteam for accurate order processing, amendments, and issue resolution.
• Monitor customer service performance: track service metrics such as e-lines, loops, and blocked lines while encouraging adoption of the customer portal.
• Provide operational reporting: prepare and share daily and monthly reports covering sales visibility and service KPIs to help stakeholders make informed decisions.
• Strengthen customer engagement: conduct customer and business meetings, site visits, and feedback surveys (VoC). Translate insights into improvements in service delivery.
• Improve processes: create and implement new business model processes, standard operating procedures, and training programs. Lead continuous improvement initiatives within the order management cycle.
• Maintain compliance: ensure adherence to customer service SOPs and support internal and external audit requirements.
• Handle statutory documentation: coordinate and provide regulatory documents such as MSDS, TSDS, COA, RTR, and warranty certificates to internal and external stakeholders.
• Optimize order execution: perform timely order swaps across warehouses to balance capacity and reduce cycle times.
• Resolve disputes: assist in the investigation and closure of customer credit and debit notes to protect revenue recognition and maintain satisfaction.
• Training and onboarding: onboard new customers and train business group employees on systems and tools including EOC, the customer portal, and CIR.
• Priority customer service: provide premium support for segments such as AOEM, Modern Trade, E commerce, and Quickcom customers.