Order Orchestration & Customer Experience Specialist

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; Hybrid; PHP 312,000 - 456,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES in Taguig is seeking a customer service professional to manage the end-to-end order process for customers. You will handle order entry, status updates, pricing, shipping, and inventory inquiries, coordinating with internal teams as needed.

You will use ERP and CRM systems, educate customers on processes, resolve complex inquiries, and drive continuous improvements to work processes and tools while maintaining a strong focus on customer satisfaction.

Qualifications

• Bachelor's degree with minimum two years in customer service or sales.
• Experience working in ERP and CRM systems.
• Continuous improvement mindset and fast learning ability.
• Attention to detail for orders, documentation and data accuracy.
• Collaborative with cross-functional internal teams.

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 staff via telephone, chat, and written correspondence.
• Manages worklists, raises internal tickets for order management issues, and resolves data problems.
• Educates customers on processes, manages price changes, and handles complex inquiries.
• Enhances customer satisfaction by identifying and resolving patterns.
• Provides proactive support for Premium and Strategic Key Accounts as needed.
• Supports process improvements for work systems and tools.
• Participates in meetings to address issues and maintain quality.
• Supports cross-functional teams, acts as a project liaison, and contributes to process improvements.

Skills

Attention to detail

Communication skills

Problem solving

Education

Bachelor's degree

Tools

ERP systems

CRM systems

Job description

3M GLOBAL SERVICE CENTER PHILIPPINES in Taguig is seeking a customer service professional to manage the end-to-end order process for customers. You will handle order entry, status updates, pricing, shipping, and inventory inquiries, coordinating with internal teams as needed.

You will use ERP and CRM systems, educate customers on processes, resolve complex inquiries, and drive continuous improvements to work processes and tools while maintaining a strong focus on customer satisfaction.