3M Sr Analyst - Customer Service AASD 

India, Gujarat, Ahmedabad 

749386467

Job Description:

identifying and delivering their service needs and continuously improving the same. Be a single point of

Key Areas of Operations

1. Customer relationship management

2. Order Processing

3. Order Management and Fulfillment

4. Upselling and obtaining regular schedule orders

5. Internal alignment / coordination for delivery schedules, changes

6. Customer complaint management

7. Customer satisfaction / rating

8. Regular customer contact through visits

9. Key Account Support, target attainment

10. Customer service data analytics

11. Driving process improvement to enhance key account service levels

12. Own key performance metrics

Roles and Responsibilities

1.Customer Relationship Management: Establishes and owns the relationships with the

accounts to understand / anticipate their product and service requirements and improve customer

satisfaction by delivering & exceeding on them. Develops regular reports on performance and

2.Order Fulfillment & Delivery Performance: Drives Customer Order fulfillment and invoicing process

OTIF and Right-first-time stock delivery through regular monitoring and removing of hurdles, if any.

Coordinates with other stakeholders / functions (viz.OM, Planning, Warehousing & Distribution, Sales,

and Finance) as appropriate. Analyses the OTIF performance to identify & drive improvement

initiatives. Ensures complete Ownership of Order entry, both on timeliness and accuracy. Comply with

Order entry SOP and ensure any deviations are approved basis the Deviation approval process

intelligence, understand service gaps, improvement opportunities and channelizes the same to

performance as CSR

satisfactorily in prescribed time. Exercises discretion and independent judgment in determining and

interact with other functions for timely issue resolutions

6.Continuous Improvement: Identifies patterns of problems to improve customer service and

Best-in-Class and identifies the areas to improvement. Recognizes barriers and develops alternatives

managed systems-related matters. Uses Lean Six Sigma methodologies (Lean in Transaction & Service,

root cause analysis, DMAIC etc.) to solve complex problems

7.Strategic initiatives & Inputs: Participates in the development of functional strategies, as

needed/guided by Supervisor. Will drive/support strategic initiatives viz. Productivity improvement,

9.Compliance & Audits: Actively participates in relevant corporateprograms/initiatives,complies with

professional and quality standards, complies with corporate policies, procedures & SOPs, and acts in

support the same, as guided by Supervisor

Internal and External Contacts

Sales, Marketing, and Finance).

establishing rapport, exercising patience and gaining understanding. Additionally, he/she will interact with

Transporters, logistics service providers on need basis.

Complexities of Duties

Structure/Variation of Work:This job involves operations that are not always combined in the same order and requires judgment to deal with several variations in conditions or operations.

Problem Solving/Analysis:The job encounters varied problems. Solving them requires assembling and

examining facts, identifying a number of solutions and basing the choice of solutions on reviewing prior

practices and/or experiences in similar situations.

Innovation and Creativity:The job primarily requires the application of individual reasoning to the solution of problems in deviating from standard techniques and practices. Employees are expected to offer suggestions for improvements to methods or processes.

Restricted Information, maintaining confidentiality:The employee regularly works with restricted

advantage to a competitor.

· Education / Knowledge:

o Graduate from college / university,

· Work Experiences

o 5-7 years of work experience

o At least 5 years in Customer Service roles

· Personality

• Customer orientation
• Very strong service mentality
• Strong Analytics – Power BI (Usage ) , Data analytics to derive Solutions, productivity.
• Comfortable with team work, collaboration to deliver objectives
• Manage complex, pressure situations with patience, even temper
• Good interpersonal and communication skills, ability to communicate with multiple internal

stakeholders across functions

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

Please access the linked document by clicking select the country where you are applying for employment, and review. Before submitting your application, you will be asked to confirm your agreement with the terms.