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Job Description

General Purpose

This is an individual contributor role.

Person in this Product Application Support Analyst position is responsible for handling customer support for 3M products and services. Person processes and answers initial product inquiries via telephone, e-mail, social media channels and contact forms. The employee's main responsibilities include ensuring high quality contact with customer, complying with accepted quality and quantity standards. Person is also in-charged to contact the internal clients (such as sales organization, application engineers) and demonstrates high skills in building relationship with customers.

Main Responsibilities

• Provide customer support for 3M products & services.
• Present 3M products, services, promotions and send product information according to defined processes.
• Responsible for the qualification of potential new customers and forward activities and leads to the Sales Organization or trading partners.
• Act as central point of contact for all trade partners, private customers, end customers and internal interfaces.
• Responsible for monitoring work queues for new requests.
• Identify contacts in new companies and analyze customer needs.
• Support the sales and marketing functions in the development of sustainable customer relationships.
• Responsible for completing assigned tasks within agreed targets.
• Identify opportunities to improve data quality & reduce cycle time.
• Other activities delegated by direct supervisor.
• Act according to 3M regulation and policies.
  
  
  

Basic Qualifications

• A graduate of any bachelor’s degree or higher from an accredited learning institution.
• 1-2 years of equivalent work experience in Complaints Handling, Customer Issue Resolution, Operations, Customer Service.
• PC literate, including Microsoft Office products, 3M Customer Service systems is a plus.
• Mid to advanced knowledge on theories and practices, applied to one discipline within customer service (customer inquiry support, customer service analytics, call-handling, and the like).
• Excellent oral and written communication, including presentation skills.
• Enjoys helping and interacting with other people in a professional, courteous manner and give continuous attention to customer satisfaction.
• Possesses exceptional customer service competencies.
• Ability to work in a high-volume and rapidly changing environment.
• Ability to work in a team environment and willing to collaborate and compromise, including team leadership.
• Ability to develop relationships with internal and external stakeholders.
• Ability to follow through with commitments and show concern for the needs of others.
• Strong active listening skills.
• Strong organizational and multitasking skills with the ability to stay focused on prioritized tasks and meet deadlines.
• Strong analytical and problem-solving skills.
  
  
  

Preferred Qualifications

• Experience on Salesforce or any CRM tool.
• Experience on SAP or any database management tool.
• Experience on telephony tools eg., NICE InContact, Cisco/Jabber.
• Experience on survey/feedback tools eg., Medallia.
• Experienced with cross-functional project participation.
  
  
  

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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.

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