Customer Service & Order Processing Representative

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; On-site; PHP 446,000 - 781,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking a Customer Service/Order Management professional to act as the primary liaison with customers, overseeing the end-to-end order process from entry to delivery. You will work with ERP and CRM systems, handle inquiries, price, shipping, and inventory issues, and collaborate with cross-functional teams to improve processes.

Strong English communication, attention to detail, problem solving, and the ability to manage multiple priorities are essential.

Qualifications

• Bachelor's degree with minimum two years in customer service or sales.
• Experience working in ERP and CRM systems.
• Continuous improvement and continuous learning mindset; ability to learn new information 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 identify solutions; self-motivated.
• Clear and conceptual thinking ability; excellent judgment and discretion.
• Excellent organizational skills.
• Ability to de-escalate and resolve conflicts effectively.
• Proactive in resolving issues before they become problems.
• Proven and reliable follow-through with commitments and resolutions.
• Customer-focused, positive, and solution-oriented; shows empathy and concern for the needs of others and can adjust tone and structure of communications accordingly.
• Active listening to understand customer needs and identify appropriate solutions.
• Excellent oral and written communication in English and customer facing language.
• Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines.

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 and professionally with both external customers and internal 3M personnel via telephone, chat, and written correspondence.
• Manages worklists, raises internal tickets for order management issues, and solves problems related to material information records and master data.
• Educates customers on processes, manages price change activities, 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 a project liaison, and participates in process improvement teams.

Skills

Customer service

ERP experience

CRM systems

Attention to detail

Cross-functional collaboration

Problem solving

English communication

Time management

Education

Bachelor's degree

Tools

ERP systems

CRM systems

Job description

Job 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 and professionally with both external customers and internal 3M personnel via telephone, chat, and written correspondence.

• Manages worklists, raises internal tickets for order management issues, and systematically solves problems related to material information records and master data.

• Educates customers on processes, manages price change activities, and handles complex inquiries with adaptive techniques.

• Enhances customer satisfaction by identifying and resolving problem patterns.

• Provide additional proactive support, as required, for agreed Premium and Strategic Key Accounts.

• 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 a project liaison, and participates in process improvement teams.

Qualifications

• Bachelor's degree with minimum two years in customer service or sales.

• Experience working in ERP and CRM systems

• Continuous improvement and continuous learning mindset; ability to learn new information 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 identify solutions; self-motivated

• Clear and conceptual thinking ability; excellent judgment and discretion

• Excellent organizational skills

• Ability to de-escalate and resolve conflicts effectively

• Proactive in resolving issues before they become problems

• Proven and reliable follow-through with commitments and resolutions

• Customer-focused, positive, and solution-oriented; shows empathy and concern for the needs of others and can adjust tone and structure of communications accordingly

• Active listening to understand customer needs and identify appropriate solutions

• Excellent oral and written communication in English and customer facing language

• Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines