Analyst, EMEA Customer Connectivity ePop Support

PHL 3M Service Center APAC, Inc.; Taguig; Vor Ort; PHP 300.000 - 600.000; Vollzeit

Zusammenfassung

3M is seeking an Order Management Specialist to support customers across multiple EMEA countries. You will validate orders, monitor ITSM and SFDC cases, and drive improvements in touchless processing while collaborating with Customer Service teams.

Fluency in English is required, with knowledge of additional EMEA languages being advantageous. The role will involve mid-to-night shifts and learning key order terms to ensure timely processing and accuracy.

Qualifikationen

• Proficient in English communication, both verbal and written.
• Experience with ERP systems and order-processing platforms.
• Willing to learn key order-processing terms in relevant languages.
• Comfortable working a mid-to-night shift aligned with CET/CEST.
• Ability to coordinate with CSRs and support teams.

Aufgaben

• Manage orders via ESKER and ensure quality control across multiple EMEA countries.
• Improve touchless order rate and reduce manual validation.
• Monitor ITSM tickets and SFDC cases for timely resolution.
• Review orders, emails, and documents in different languages using translation tools.
• Provide training and guidance to other teams to improve processes.

Kenntnisse

English Proficiency

Analytical Thinking

Detail Oriented

Independent Worker

Team Collaboration

Problem Solving

Tools

ERP systems

Order-processing platforms

ESKER

SFDC

Jobbeschreibung

About 3M

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description

• Responsible for order management via ESKER, process quality control, and touchless rate improvement while supporting customers across multiple EMEA countries and languages.
• Timely Order Validation: Ensure orders are validated accurately within the agreed target time and EMEA validation schedule.
• Touchless Rate Improvement: Identify opportunities to improve the touchless order rate and reduce manual order validation.
• Order Rejection Management: Monitor rejected orders, identify recurring causes, and coordinate the required follow-up.
• ITSM and SFDC Case Monitoring: Monitor, track, and manage ITSM ticket and SFDC case queues to ensure timely handling and resolution.
• Multilingual Order Processing: Review customer purchase orders, emails, and supporting documents in different EMEA languages using approved translation tools.
• EMEA Language Familiarization: Learn key words and commonly used order-related terms in relevant EMEA languages to support correct and timely processing.
• Training and Consulting: Provide training and guidance to other teams to improve processes and ensure adequate input is provided.
• Process Improvements: Support continuous improvement and CI projects, particularly those focused on order-processing accuracy, efficiency, and automation.
• Quality Improvement: Identify recurring order-quality issues and support actions to improve processing accuracy.
• Customer Service Collaboration: Cooperate with CSRs on the quality of documents submitted to ESKER and on related projects, improvements, teaching requests, and automation opportunities.
• EMEA Schedule Coverage: Work a mid-to-night shift aligned with EMEA validation hours, with flexibility to adjust working hours based on business requirements and the applicable CET/CEST schedule.
• Ad Hoc Support: Provide operational support for urgent orders, processing concerns, and other EMEA ePOP requirements as needed.

Role Qualifications

• Proficient in English communication, both verbal and written.
• Additional EMEA language knowledge is an advantage but is not required.
• Willing and able to learn key words and common order-processing terms in relevant EMEA languages.
• Comfortable using approved translation tools to review customer orders, emails, and supporting documents in different languages.
• Willing to work a mid-to-night shift aligned with EMEA operating and validation hours.
• Flexible to adjust working hours when required due to CET/CEST schedule changes.
• Experience with ERP systems and order-processing platforms.
• Experience in customer order management is an advantage.
• Experience with data quality, master data management, or familiarity with supply chain, manufacturing, or materials-management processes is preferred but not required.
• Detail-oriented and comfortable working with operational processes and time-sensitive orders.
• Proactive in managing assigned responsibilities and raising concerns that may affect order processing.
• Collaborative team player who can coordinate effectively with Customer Service and other support teams.
• Strong analytical and problem-solving skills.
• Able to work independently while supporting multiple EMEA countries and processing requirements.

Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.

Learn more about 3M's creative solutions to the world's problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.

At 3M we apply science in collaborative ways to improve lives daily as our employees connect with customers all around the world. Learn more about 3M's creative solutions to global challenges at www.3M.com or on Twitter @3M or @3MNews.