Sr. Analyst - Customer Service AASD

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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 of

contact (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 continuous

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

team, Key Account Managers, 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

1. Customer relationship management

2. Order Processing

3. Order Management and Fulfillment

4. Upselling and obtaining regular schedule orders

5. Internal alignment / coordination for delivery schedules, changes

6. Customer complaint management

7. Customer satisfaction / rating

8. Regular customer contact through visits

9. Key Account Support, target attainment

10. Customer service data analytics

11. Driving process improvement to enhance key account service levels

12. 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, 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 the

accounts 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. Analyses the OTIF performance to identify & drive improvement

initiatives. 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: Understand customer needs and schedule changes, gather competitive

intelligence, 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. Regularly conducts the Benchmarking of 3M performance against competitors or

Best-in-Class and identifies the areas to improvement. Recognizes barriers and develops alternatives

that lead to satisfactory solutions of customer complaints and complex problems, including vendor

managed systems-related matters. 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

eLines, Loop, Schedule Adherence ,Customer Ratings, CCRT (Customer Complaint Resolution Time), Customer Contact Time- Service Automation, Customer Satisfaction Score.

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 AOEM/ Tier Customers that involve explaining and discussing information,

establishing rapport, exercising patience and gaining understanding. 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.

Reports to: Customer Service Lead, Direct Accounts, 3M India.

Location: Bangalore

Travel: 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 Experiences

o 5-7 years of work experience

o At least 5 years in Customer Service roles

· Personality

• Customer orientation
• Very strong service mentality
• Strong Analytics – Power BI (Usage ) , Data analytics to derive Solutions, productivity.
• 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

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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