Description
Join 3M as a Technology-Enabled Customer Service professional, where you will lead end-to-end order-to-cash operations and drive customer satisfaction.
Key Responsibilities:
- Lead order-to-cash operations, ensuring timely billing and customer fulfillment
- Champion customer advocacy and rapid resolution across all customer touchpoints
- Govern backorder management, inventory prioritization, and stock allocation decisions
- Coordinate execution across Supply Chain, Credit, Warehouse, Taxation, CIR, and Business teams
- Manage outsourced OM partners for accurate transaction processing and issue resolution
- Track and improve CS performance metrics and customer portal adoption
- Drive process excellence, SOP deployment, audits, compliance, and training
- Deliver premium service support for priority customer segments
- Leverage Power BI dashboards to monitor OTIF, backlog, complaints, service KPIs, inventory constraints, and order performance
- Develop automated Power BI reports, scorecards, and executive dashboards for proactive decision-making
- Apply AI and advanced analytics to identify trends, predict service risks, and drive preventive actions
- Drive automation using Power Automate, AI tools, and digital workflows to improve productivity and reduce manual effort
- Generate business insights from customer, order, complaint, and inventory data to improve customer experience and working capital
- Partner with IT and business functions to implement digital transformation and AI initiatives within the Order-to-Cash process
- Utilize Copilot and Generative AI tools for reporting, root-cause analysis, SOP creation, and productivity enhancement
- Ensure data quality, governance, reporting accuracy, and analytical model integrity
- Train and mentor teams on Power BI, AI solutions, analytics, and technology-enabled customer service practices
Benefits: No specific benefits mentioned.
Requirements: No specific requirements mentioned.