Customer Service & Order Fulfillment Specialist

3M GLOBAL SERVICE CENTER PHILIPPINES

Philippines

Remote

PHP 335,000 - 614,000

Full time

7 days ago

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Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES seeks a customer service professional to act as the primary liaison with customers, overseeing the entire order entry to delivery process and coordinating inquiries, pricing, shipping, and inventory issues.

The candidate should have a bachelor’s degree with two years in customer service or sales, experience with ERP and CRM systems, a detail‑oriented, proactive mindset, and strong English communication.

Qualifications

Bachelor's degree with at least 2 years in customer service or sales.
Experience with ERP and CRM systems.
Continuous improvement mindset and ability to learn quickly.
Attention to detail for handling orders, documentation, and product information.
Collaboration skills to work effectively with cross-functional and internal teams.
Ability to independently solve problems and be self-motivated.
Clear thinking, judgment and discretion; strong English communication.
Excellent organizational skills.
Ability to de-escalate and resolve conflicts; proactive in issue resolution.
Proven and reliable follow-through with commitments and resolutions.
Customer-focused, positive, solution-oriented; empathetic in communications.
Active listening to understand customer needs and provide solutions.
Excellent oral and written communication in English; customer-facing.

Responsibilities

Acts as the primary liaison between 3M and customers, overseeing the entire order process from entry to delivery.
Handles order entry, status updates, product inquiries, pricing, shipping, and inventory issues.
Communicates clearly with external customers and internal 3M personnel via phone, chat, and written correspondence.
Manages worklists, raises internal tickets for order management issues, and resolves problems related to material information records and master data.
Educates customers on processes, manages price changes, and handles complex inquiries with adaptive techniques.
Enhances customer satisfaction by identifying and resolving problem patterns.
Provides proactive support for Premium and Strategic Key Accounts as required.
Develops and supports improvements for work processes and tools.
Participates in meetings to address ongoing issues and maintain a culture of quality.
Supports cross-functional teams, acts as project liaison, and participates in process improvement teams.