Senior Assistant

Job description

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description

Technology-Enabled Customer Service Job Profile

Key Responsibilities

• Lead end-to-end order-to-cash operations and ensure 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. Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.

Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.

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