Job Description :
Handles inquiries of moderate scope and complexity within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics.
Manages simple to moderately complex orders from customers from order entry to order fulfillment. Handles customer inquiries and concerns which typically require identifying solutions by selecting from alternative courses of action.
Serves as a first level escalation resource for routine and basic non-routine issues brought up by others whether internal stakeholders or external customers.
Assists in analyzing customer service reports and handles simple and moderately complex special requests related to order resolution.
Handles inquiries of simple and moderate complexity within customer service areas, such as Account Management, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics.
This position may reside in Customer Operations or Business. Duties and Responsibilities Responsible for ePop user access administration : Process ePOP access request from countries.
Grant, change and remove access. Perform annual ePOP users access review and housekeep access. Manage ePOP operations such as but not limited to : Performing ePOP Teaching base on countries’ request / requirements.
Processing Customer PO in ePOP Ensuring Customer PO flow into ePOP system Ensuring Customer PO processed correctly in ePOP Ensuring "ePOP Processed PO" flow out from ePOP to Web-Method / CMT / NGG Ensuring "ePOP Processed PO" reach 3M ERP system (OLOPS, COFS, SAP) Activate ePOP customers as Touchless Monitor Customer PO performance in ePOP Work closely with countries Super user to activate ePOP customer as "Touchless" Responsible for resolving simple to mid-complex issues and providing issue resolution according to the set guidelines provided.
Responsible for completing assigned tasks within SLA targets. Follow-up on process delays and / or coordinate activities required to complete assigned tasks within SLA targets Coordinates in a timely manner with different teams thru emails, meetings or phones calls which would require high level of accuracy and critical thinking.
May be required to generate and provide simple reports and analytics directly related to the function. Continuous improvement of processes and Lean Six Sigma project coordination which may include Identifying opportunities to improve data quality & reduce cycle time May be involved in training and pre / post deployment support.
Other administrative duties may be required by the business.