Supervisor, Customer Service (Japanese Speaker)

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; Hybrid; PHP 670,000 - 1,004,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking a supervisor to lead entry-level staff within customer service disciplines, including inquiries, claims, complaints, training, call center support, spare parts invoicing, and order management. The role involves directing day-to-day activities, monitoring service levels, conducting customer satisfaction reviews, and driving local projects to improve outcomes.

Strong English skills and leadership experience are required.

Qualifications

• Bachelor's degree generally required; in some countries, a technical or vocational degree may be equivalent.
• Typically, 3-6 years of relevant experience.
• Strong English communication skills, written and spoken; Nihongo language knowledge is beneficial.

Responsibilities

• Communicates with other departments and management to resolve issues and expedite work.
• Manages project work, ensures alignment with business strategies, and meets deadlines.
• May have budget responsibility with consultation from management
• Leads employees to resolve problems and complete assignments.
• Plans, coordinates, and supervises customer order processing.
• Maintains customer relations to meet service level agreements.
• Ensures inquiries and complaints are handled per company objectives.
• Establishes and maintains strong customer or account relationships.
• Resolves non-routine customer complaints and technical/service inquiries.
• Interprets trends in customer requirements and assesses impact on 3M systems.
• Monitors and analyzes customer service solution effectiveness.
• Leads complex and cross-border satisfaction survey projects.
• Coordinates cross-functional efforts affecting their area of responsibility.

Skills

Strong English communication

Leadership

Education

Bachelor's degree generally required

Tools

SAP

GWN

Time and attendance

Sourcing/Payment systems

GLN

Salesforce

Job description

General Purpose / Summary

• 1. Works within broadly defined processes and tools and has freedom to choose methods for day-to-day execution.
• 2. Handles moderately complex customer and operational inquiries across customer service disciplines such as inquiries, claims, complaints, training, call center support, spare parts invoicing, and order management.
• 3. Supervises entry-level professional and support employees and may provide work direction to non-3M workers.
• 4. Provides direction and advice to co-workers with direct impact on team execution and service results.
• 5. Conducts customer satisfaction reviews, identifies trends, and leads local projects or initiatives to maintain and improve service levels.

Freedom to Act (Freedom to make decisions within the chain of command)

• 1. Works independently within broadly defined processes and tools.
• 2. With management approval, develops and leads improvements or solutions within area of responsibility.
• 3. Provides input to management affecting financial resources.
• 4. Consults supervisor mainly when escalation is necessary.
• 5. Work is reviewed occasionally for accuracy and completeness.
• 6. Aligns with 3M Performance Culture expectations.

People / Change Management

• 1. Directly supervises employees with defined roles in customer service disciplines.
• 2. May direct non-3M workers.
• 3. Determines priorities, sets timetables, assigns tasks, and provides performance feedback with consultation from next-level management.
• 4. Accountable for work group performance and results.
• 5. Leads projects and occasionally links project work to business strategies.
• 6. Manages supervisory responsibilities including coaching, training, work assignment, performance appraisals, compensation, documentation, diversity, disability, and policy enforcement.
• 7. Must demonstrate leadership in change, conflict resolution, delegation, motivation, and strategic planning.

Analytical / Problem Solving

• 1. Handles non-routine and complex inquiries.
• 2. Applies analytical skills to interpret data, trends, and reports.
• 3. May deviate from standard methods based on experience and reasoning.
• 4. Resolves complex issues and conflicts involving direct reports.

Main Responsibilities

• 1. Communicates with other departments and management to resolve issues and expedite work.
• 2. Manages project work, ensures alignment with business strategies, and meets deadlines.
• 3. May have budget responsibility with consultation from management
• 4. Leads employees to resolve problems and complete assignments.
• 5. Plans, coordinates, and supervises customer order processing.
• 6. Maintains customer relations to meet service level agreements.
• 7. Ensures inquiries and complaints are handled per company objectives.
• 8. Establishes and maintains strong customer or account relationships.
• 9. Resolves non-routine customer complaints and technical/service inquiries.
• 10. Interprets trends in customer requirements and assesses the impact of 3M systems and processes.
• 11. Monitors and analyzes customer service solution effectiveness.
• 12. Leads complex and cross-border satisfaction survey projects.
• 13. Coordinates cross-functional efforts affecting their area of responsibility.

Interaction (Extent to which the job requires cooperation and tact in dealing with others, both inside and outside the organization)

• 1. Primary contacts include external customers and internal business partners.
• 2. Works with managerial, professional, supervisory, and peer-level audiences.
• 3. Explains and discusses complex subject-matter information.
• 4. Exchanges factual information and advice with knowledgeable audiences.
• 5. Demonstrates advanced persuasion and balances differing perspectives.
• 6. Participates in corporate programs, meets professional standards, and aligns to 3M values and ethics.

Education / Experience

• 1. Bachelor's degree generally required; in some countries, a technical or vocational degree may be equivalent.
• 2. Typically, 3-6 years of relevant experience.

Knowledge Requirements

• 1. Thorough knowledge of customer service disciplines such as inquiries, complaints, training, call centers, invoicing, and order management.
• 2. Strong understanding of the functional area, 3M structure, and business frameworks.
• 3. Proficiency with relevant corporate systems and tools such as SAP, GWN, time and attendance, sourcing/payment systems, and GLN.
• 4. Strong English communication skills, written and spoken.
• 5. Requires comprehensive leadership and supervisory knowledge including employment law, policies, performance management, hiring, documentation, coaching, conflict resolution, delegation, change management, emotional intelligence, and strategic planning.
• 6. Knowledgeable in the English and Nihongo languages (speaking, reading, writing, and listening) skills are required

Preferred Qualifications

• 1. Experience in Customer Service, Supply Chain, Manufacturing Ops, Logistics, or Business Administration.
• 2. Skilled in SAP and Salesforce.
• 3. Open to shift work when required.
• 4. Comfortable working on other time zones, shift hours, or supporting countries work calendars.

Considerations for Movement

• 1. Works independently with minimal supervision; work reviewed occasionally.
• 2. Handles difficult assignments and leads development and implementation of new or improved projects/processes.
• 3. Leads teams and guides work of others.
• 4. Deals with complex, interrelated problems.
• 5. Decisions impact workflow and may affect projects or programs within the department or location.
• 6. Possesses thorough knowledge of an expanded area of responsibility.
• 7. Demonstrates measurable business results and sustained high performance at the current level.