Sr. Analyst - Customer Service, Channel and Retail Business

㍍; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Service Specialist to manage relationships with channel partners, ensuring high customer satisfaction. This role involves order processing, complaint resolution, and collaboration with internal teams to drive service improvements. The ideal candidate will have strong problem-solving skills and experience in customer relationship management.

Qualifications

• Experience in customer relationship management and order fulfillment.
• Ability to analyze and resolve complex problems.

Responsibilities

• Manage relationships with channel partners to enhance satisfaction.
• Resolve customer complaints and ensure timely order fulfillment.
• Drive continuous improvement in service levels.

Skills

Customer Relationship Management

Problem Solving

Lean Six Sigma

Job description

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description:

Job Summary:

Owns relationships with Channel Partners by understanding, anticipating, identifying, and delivering their service needs and continuously improving the same. Be a single point of contact (SPOC) in 3M India for all service needs related to orders, complaints, and other needs.

Responsible for achieving high levels of customer satisfaction and driving continuous improvement in service levels. Will have ongoing internal interaction with the relevant business team, supply and demand planners regarding customer service. This role is an individual contributor with no direct reports.

Key Areas of Operations

• Customer relationship management
• Order processing and fulfillment
• Collaboration with internal stakeholders (SCM, Distribution, Finance, etc.)
• Customer complaint management
• Customer visits and interactions
• Maintaining high service levels for Prime Partners
• Driving process improvements to enhance service levels
• Owning key performance metrics

Roles and Responsibilities

1. Customer Relationship Management: Establish and own relationships with channel partners/customers to understand and anticipate their product and service requirements, improving satisfaction by exceeding expectations. Develop performance reports and present summaries to supervisors.
2. Order Fulfillment & Delivery: Manage order fulfillment and invoicing processes, aiming for OTIF and first-time-right delivery. Coordinate with stakeholders across functions to ensure timely and accurate order entry, adhering to SOPs and managing deviations appropriately.
3. Customer Visits/Interactions: Regularly visit channel partners to understand needs, identify service gaps, and communicate insights to relevant teams for improvement.
4. Customer Issue Resolution: Ensure customer queries and complaints are resolved satisfactorily within prescribed timelines, exercising discretion and judgment in handling adjustments and coordinating with other functions as needed.
5. Continuous Improvement: Identify patterns of issues to enhance customer service and satisfaction. Use methodologies like Lean Six Sigma to analyze and resolve complex problems.
6. Strategic Initiatives & Inputs: Participate in developing and supporting strategic initiatives such as productivity improvements and IT system implementations.
7. Compliance & Audits: Participate in corporate programs, ensure compliance with policies and standards, and support audits as guided by supervisors.

Key Performance Indicators

Metrics include eLine, Loop, Fill Rate, CCRT, Customer Contact Time, Service Automation, and others as specified by supervisors.

Internal and External Contacts

• Internal: Supervisors, co-workers in Customer Service, Business Services, and cross-functional teams.
• External: Channel Partners, Transporters, Logistics Providers.

Complexities of Duties

• Operations involve varied sequences requiring judgment.
• Problem-solving involves analyzing facts and reviewing past practices.
• Requires application of reasoning and suggesting improvements.
• Works with restricted/confidential information, requiring discretion.

Reports to: Customer Service Lead, Direct, Channel and Retail, 3M India.

Learn more about 3M’s solutions at www.3M.com or on social media @3M.

Note: Your application may not be considered if education and work history are not provided via resume upload or data entry.

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