Customer Service Representative (Hybrid W/ 14th Month Pay & Day 1 HMO)

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES in Taguig is seeking a Customer Service / Order Management professional to oversee the full order cycle, from entry to delivery, and to handle inquiries, pricing, shipping, and inventory issues.

You will work with ERP and CRM systems, communicate with customers and internal teams, and contribute to process improvements while ensuring high-quality service for Premium and Strategic Key Accounts.

Qualifications

• Bachelor's degree with 2+ years in customer service or sales.
• Experience using ERP and CRM systems in a customer-facing role.
• Demonstrates continuous improvement mindset and fast learning ability.
• Attention to detail in orders, documentation, and product information.
• Strong collaboration across cross-functional and internal teams.
• Independent problem solving with proactive, solution-oriented approach.
• Excellent judgment, discretion, and organizational skills.
• Good English verbal and written communication for customer interactions.

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 customers and internal 3M personnel via phone, chat, and written correspondence.
• Manages worklists, raises internal tickets for order issues, and resolves data-related problems.
• Educates customers on processes, manages price changes, and handles complex inquiries.
• Identifies and resolves patterns to enhance customer satisfaction.
• Provides proactive support for Premium and Strategic Key Accounts.
• Develops and supports process improvements for tools and workflows.
• Participates in meetings to address issues and promote quality.
• Supports cross-functional teams and acts as project liaison in process-improvement efforts.

Skills

Customer service

Sales support

ERP systems

CRM systems

Attention to detail

Cross-functional collaboration

Problem solving

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