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Job Description

General Purpose / Summary
 

1. Works within broadly defined processes and tools and has freedom to choose methods for day-to-day execution.
2. Handles moderately complex customer and operational inquiries across customer service disciplines such as inquiries, claims, complaints, training, call center support, spare parts invoicing, and order management.
3. Supervises entry-level professional and support employees and may provide work direction to Non-3M workers.
4. Provides direction and advice to co-workers with direct impact on team execution and service results.
5. Conducts customer satisfaction reviews, identifies trends, and leads local projects or initiatives to maintain and improve service levels.

Freedom to Act (Freedom to make decisions within the chain of command)
 

1. Works independently within broadly defined processes and tools.
2. With management approval, develops and leads improvements or solutions within area of responsibility.
3. Provides input to management affecting financial resources.
4. Consults supervisor mainly when escalation is necessary.
5. Work is reviewed occasionally for accuracy and completeness.
6. Aligns with 3M Performance Culture expectations.

People / Change Management

1. Directly supervises employees with defined roles in customer service disciplines.
2. May direct Non-3M workers.
3. Determines priorities, sets timetables, assigns tasks, and provides performance feedback with consultation from next-level management.
4. Accountable for work group performance and results.
5. Leads projects and occasionally links project work to business strategies.
6. Manages supervisory responsibilities including coaching, training, work assignment, performance appraisals, compensation, documentation, diversity, disability, and policy enforcement.
7. Must demonstrate leadership in change, conflict resolution, delegation, motivation, and strategic planning.
 

Analytical / Problem Solving
 

1. Handles non-routine and complex inquiries.
2. Applies analytical skills to interpret data, trends, and reports.
3. May deviate from standard methods based on experience and reasoning.
4. Resolves complex issues and conflicts involving direct reports.
 

Main Responsibilities
 

1. Communicates with other departments and management to resolve issues and expedite work.
2. Manages project work, ensures alignment with business strategies, and meets deadlines.
3. May have budget responsibility with consultation from management
4. Leads employees to resolve problems and complete assignments.
5. Plans, coordinates, and supervises customer order processing.
6. Maintains customer relations to meet service level agreements.
7. Ensures inquiries and complaints are handled per company objectives.
8. Establishes and maintains strong customer or account relationships.
9. Resolves non-routine customer complaints and technical/service inquiries.
10. Interprets trends in customer requirements and assesses the impact of 3M systems and processes.
11. Monitors and analyzes customer service solution effectiveness.
12. Leads complex and cross-border satisfaction survey projects.
13. Coordinates cross-functional efforts affecting their area of responsibility.

Interaction (Extent to which the job requires cooperation and tact in dealing with others, both inside and outside the organization)
 

1. Primary contacts include external customers and internal business partners.
2. Works with managerial, professional, supervisory, and peer-level audiences.
3. Explains and discusses complex subject-matter information.
4. Exchanges factual information and advice with knowledgeable audiences.
5. Demonstrates advanced persuasion and balances differing perspectives.
6. Participates in corporate programs, meets professional standards, and aligns to 3M values and ethics.

Education / Experience
 

1. Bachelors degree generally required; in some countries, a technical or vocational degree may be equivalent.
2. Typically 3-6 years of relevant experience.

Knowledge Requirements

1. Thorough knowledge of customer service disciplines such as inquiries, complaints, training, call centers, invoicing, and order management.
2. Strong understanding of the functional area, 3M structure, and business frameworks.
3. Proficiency with relevant corporate systems and tools such as SAP, GWN, time and attendance, sourcing/payment systems, and GLN.
4. Strong English communication skills, written and spoken.
5. Requires comprehensive leadership and supervisory knowledge including employment law, policies, performance management, hiring, documentation, coaching, conflict resolution, delegation, change management, emotional intelligence, and strategic planning.

Preferred Qualifications

1. Experience in Customer Service, Supply Chain, Manufacturing Ops, Logistics, or Business Administration.
2. Skilled in SAP and Salesforce.
3. Open to shift work when required.
4. Comfortable working on other Asian time zones, shift hours, or supporting countries work calendars.

Considerations for Movement

1. Works independently with minimal supervision; work reviewed occasionally.
2. Handles difficult assignments and leads development and implementation of new or improved projects/processes.
3. Leads teams and guides work of others.
4. Deals with complex, interrelated problems.
5. Decisions impact workflow and may affect projects or programs within the department or location.
6. Possesses thorough knowledge of an expanded area of responsibility.
7. Demonstrates measurable business results and sustained high performance at the current level.

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