Sr. Analyst - Customer Service AASD

Job Summary:

The candidate will own end-to-end relationships with key customers, ensuring their service needs are anticipated, understood, and delivered efficiently. Acting as a Single Point of Contact (SPOC) for all service-related matters, the candidate will drive customer satisfaction, continuous improvement, and operational excellence in order processing, fulfillment, and complaint resolution.

Roles & Responsibilities:

Customer Relationship Management:

• Establish and maintain relationships with key accounts to understand and anticipate product and service requirements.
• Act as the voice of the customer within 3M India, providing insights to relevant business teams.
• Conduct regular customer visits to understand needs, service gaps, and improvement opportunities.

Order Processing & Fulfillment:

• Manage end-to-end order processing, including entry, scheduling, invoicing, and fulfillment.
• Monitor OTIF (On-Time-In-Full) and right-first-time delivery metrics and drive improvement initiatives.
• Coordinate with cross-functional teams (Planning, Warehousing, Distribution, Sales, Finance) to ensure seamless delivery.

Customer Issue Resolution:

• Resolve customer queries and complaints within prescribed timelines, exercising discretion and independent judgment.
• Handle adjustments, returns, and escalations while interacting with internal functions for timely resolution.

Continuous Improvement:

• Identify patterns in customer service issues to enhance satisfaction levels.
• Benchmark 3M performance against competitors or best-in-class standards and recommend improvements.
• Apply Lean Six Sigma methodologies (DMAIC, root cause analysis) to resolve complex service problems.

Strategic & Process Initiatives:

• Support functional strategy development as guided by the supervisor.
• Drive initiatives such as productivity improvements, EDI/EOC implementations, and IT system enhancements.
• Participate in corporate compliance audits and adhere to 3M values, policies, and SOPs.

Key Performance Indicators (KPIs):

• eLines, Loop, Schedule Adherence
• Customer Ratings, Customer Satisfaction Score (CSAT)
• Customer Complaint Resolution Time (CCRT)
• Customer Contact Time and Service Automation metrics

Internal & External Contacts:

• Internal: Supervisor, co-workers in Customer Service, cross-functional teams (Business, Production Planning, Inventory Planning, Distribution, Sales, Marketing, Finance).
• External: AOEM/Tier customers, transporters, logistics service providers.

Qualifications:

• Graduate from a recognized college/university.
• Domain expertise in customer service operations.

Work Experience:

• 57 years of experience, with at least 5 years in customer service roles.