3M Customer Issue Resolution Analyst - Complaint Handling SIBG ANZ 

Philippines, Taguig 

41283349

Job Description:

This is an individual contributor role. Handles inquiries of moderate scope and complexity. Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods. Most complex problem solving may require the use of increased judgment to handle some variations in conditions or operations, making decisions based on selecting from alternative courses of action using greater adaptation to circumstances when necessary. The work priorities are defined with the manager/supervisor. Uses customer service theories and practices to provide guidance and/or training, as well as leading for change, to support level co-workers within the same or job-related work group.

Duties and responsibilities

• Primary task is to handle complaint cases from creation to closure and may eventually transition to end-to-end support for Complaint Handling and Credit & Collections processes.

• Customer-Facing role directly interacts with external clients, Quality teams, collaborates with 3M stakeholders, and cross-functional teams to drive results and resolve customer complaints specific to product and service quality.

• Additionally, the position works with senior co-workers, supervisors and/or management for guidance on difficult or unusual situations for 3M customer based in Australia and New Zealand.

• Business needs can dictate the expansion of scope, the assignment of additional tasks, added responsibilities, and adhoc tasks, etc.

• This person will have a comprehensive understanding of the business processes, procedures, and information, turning data into useful and actionable information that resolves customer issues in a timely manner.

• The successful individual will also need to be capable of handling ambiguity, while addressing multiple concurrent projects and timelines.

• This position works independently to meet targets and objectives set by 3M management.

• An individual employed in this position is expected to broaden their knowledge in CIR complaint handling and, should there be a business need, in credit and collections processes.

• Strengthen skills in analyzing, reporting, negotiating, and presenting.

• Strong interpersonal skills in working with diverse levels of business partners, team members and leadership are required to deliver on Customer Service Operations objectives.

• Drives a high level of service to deliver tasks according to agreed Service Level Agreements.

• Complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.

• Business Intelligence or other reporting methods.

• Various administrative duties.

• Freedom to choose methods within broadly defined processes and tools to produce the desired results. With approval from management, develops and leads improvements and/or solutions to work processes and tools. Provides input to management that may impact how financial resources are generated or spent. Conducts work independently. When necessary, the supervisor is consulted for assistance in problem areas.

• Leads or coaches employees during a project or trains/mentors new employees as well as leading for change, within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics, etc. Begins to determine priorities, assign responsibilities, or implement timetables for work group or teams to ensure success. May provide input on performance of team members.

• Initiates actions to lead projects, beginning to link project steps to business strategies.

• Projects are usually short-term with specific results expected, and occasionally broadly defined results. Ensures project objectives and deadlines are met. Presents project recommendations to appropriate personnel (such as supervisor, team, business partner, customer) that demonstrate sound planning in support of business needs and goals.

• Handles non-routine and difficult inquiries. Adapts differing techniques and methods to develop solutions for a variety of complex issues. Applies analytical skills for analysis and interpretation of trends or data generated by company reporting systems, statistical results, or other information collection systems. Most complex problem solving may include the use of extensive experience, individual reasoning, and research which may deviate from standard techniques and practices.

• Has a direct impact on the team/work group, providing direction, advice, or focus, as needed. Decisions may impact the operational effectiveness of multiple work groups or teams in the department, next higher organizational tier, and/or related activities within the direct functional area.

• Work tasks are likely to encompass concepts within multipledisciplines/practices

• a. Assists in developing customer service plans in assigned market/product area including collection, verification, analysis of data and recommendation on programs

• b. Establishes, initiates, and maintains solid relationships with customers or specific accounts and internal business partners by understanding, anticipating, and identifying their product and service needs

• c. Actively participates and/or frequently leads in 3M’s customer service partnership teams for assigned accounts

• d. Resolves non-routine and difficult customer complaints and ensures response to product, technical, and service inquiries from assigned accounts

• e. Identifies and interprets trends in account specific customer requirements and how changes in 3M’s customer service systems and/or processes will impact them

• f. Resolves complex problems and / or initiates service improvements within the import / export process

• g. Analyzes and monitors the effectiveness of customer service solutions

• h. Leads complex and cross-border customer satisfaction improvement projects

• i. May serve as a subject matter expert for ongoing business transformation efforts for assigned area of responsibility

• j. If a Team Leader, may manage daily team schedules, provide training and coaching, manage team scorecards, drive improvement in team scorecard

• k. Responsible for collaboration and cross-functional coordination of functional impacts or decisions relative to area of responsibility

• Primary contacts are typically external customers and internal business partners and on a managerial, professional, supervisory, or co-worker level.

• Interaction is primarily focused on providing advice, usually involving the explanation and discussion of difficult information directly related to the professional discipline. Factual information and advice is exchanged with an audience which is typically knowledgeable in the subject area. Demonstrates advanced persuasion skills and balances differing interests and perspectives.

• Actively participates in relevant corporateprograms/initiatives,complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards

Basic Qualifications

• Bachelor's degree or higher from preferable business, economics but other degrees are accepted.

• Minimum of 2-3 Years of related job experience to the role.

• Exemplary stakeholder management skills.

• Ability to work under pressure, to work independently and with a team, to learn new systems and processes, to perform tasks through independent work and applying judgment while collaborating in a Team Environment, take ownership and make informed decisions.

• Sales Force experience.

• SAP experience is a plus.

• Sound investigative skills and with great attention to detail.

• Problem solving requires the use of judgment, research, and analytic skills to determine possible solutions and make appropriate choices and decisions.

• Demonstrates strong interpersonal, communication, analytical, organizational skills.

• Maintains a professional, positive, and tactful demeanor with clients and customers.

• Knowledge in Microsoft Office systems.

• Good command of the English Language.

Qualifications

• Bachelor's degree or higher from preferable business, economics but other degrees are accepted.

• Minimum of 2-3 Years of related job experience to the role.

• Exemplary stakeholder management skills.

• Ability to work under pressure, to work independently and with a team, to learn new systems and processes, to perform tasks through independent work and applying judgment while collaborating in a Team Environment, take ownership and make informed decisions.

• Sales Force experience.

• SAP experience is a plus.

• Sound investigative skills and with great attention to detail.

• Problem solving requires the use of judgment, research, and analytic skills to determine possible solutions and make appropriate choices and decisions.

• Demonstrates strong interpersonal, communication, analytical, organizational skills.

• Maintains a professional, positive, and tactful demeanor with clients and customers.

• Knowledge in Microsoft Office systems.

• Good command of the English Language.

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