Customer Service Officer
Solventum
full-time
Posted on:
Location Type: Hybrid
Location: Shanghai • China
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Job Level
About the role
- Handles problems which typically require identifying solutions by selecting from alternative courses of action.
- Provides guidance to co-workers or new employees mainly on routine supporting duties.
- Serves as a first level escalation resource for non-routine issues brought up by others in the organization.
- Assists in analyzing customer service reports and handles special requests related to customer document requirement response.
- Follows a variety of generally defined procedures within customer service areas, such as customer inquiries, claims and complaints, customer training, call center(s), spare parts invoicing and order management.
- Provides guidance or training to co-workers within the same work group on routine support duties, technical requirements, protocol, policy and procedures.
- Handles customer inquiries and difficult complaints. Handles telephone calls and other correspondence related to orders, shipments, pricing, discounts, product complaints, adjustments, new products, returned goods, and policy and procedures.
- Provides service and support through order entry, order status (promise and ship dates), inquiries, back order situations, replenishment orders, and promotions.
- Assists in analyzing customer service reports.
Requirements
- A minimum of secondary/high school degree or equivalent education is required.
- A college/university degree is preferred.
- A minimum of 6 months of relevant working experience, or experience in medical product document management, is normally required.
- Expert knowledge of relevant 3M policies, procedures, practices and techniques within a functional discipline.
- A broad knowledge of computer programs and corporate systems relevant to the assigned area of responsibility is normally required.
Benefits
- Health insurance
- Flexible working hours
- Professional development
- Relocation assistance
- Wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceorder managementdocument managementdata analysisproblem solvingtechnical supportinvoicingcustomer trainingcomplaint resolutionreport analysis
Soft Skills
guidancecommunicationteamworktrainingescalation managementinterpersonal skillsorganizational skillscustomer focusadaptabilityconflict resolution