Customer Service Officer

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Job Description:

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers' toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

As a Customer Service, Follows a selected number of clearly defined procedures under general guidance. 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. 

The Impact You’ll Make in this Role

1. Follows a variety of clearly defined procedures under general guidance within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics, etc. Works independently, although the scope for discretion is limited and the output is reviewed periodically while in progress. The work priorities are defined with the manager/supervisor. 

2. Uses customer service theories and practices to provide guidance and/or training, as well as leading for change, to support level co-workers within the same or job-related work group.

3. Handles inquiries of moderate scope and complexity. Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods. Most complex problem solving may require the use of increased judgment to handle some variations in conditions or operations, making decisions based on selecting from alternative course of action using greater adaptation to circumstances when necessary.

4. Decisions or actions may impact the operational effectiveness of work operations, schedules, or performance goals.

5. Work tasks typically encompass concepts within one discipline/practice within one department/location.

Working tasks might include:

a. Handles varied customer transactions; including inbound calls, service complaints, general product inquiries, customer order entry and servicing customer accounts; communicate with other departments and supply team to research and resolve issues, identify and implement service solutions; monitor progress using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; creates basic reports and provides moderate analysis

b. Handles customer inquiries/complaints of moderate scope and complexity such as product returns/exchanges, pricing issues, product promotions, where to buy products, etc. and suggests improvements to respective department(s)

c. Analyzes, recommends, and suggests alternative solutions to meet customer needs and/or account specific needs.

d. Builds credibility and trust with Solventum customers by providing value added services such as recommendations for product applications, promotional opportunities, order enhancement, related sales, etc.

e. Assists in reviewing specifications for Solventum’s customer service methods and procedures Performs order management including shipping routings, order consolidations, import/export, expedites, investigates customer billing issues

f. Reviews purchase order requirements to ensure compliance with Solventum terms and conditions. Follows up with customer before accepting order if non-compliant orders

g. Participates in customer meetings to identify areas of opportunity to improve customer satisfaction, communication, and efficiency

h. May serve as a subject matter expert for ongoing business transformation efforts for assigned area of responsibility

6. Primary contacts are typically external customers and internal business partners (such as, distribution, lab, quality, transportation, sales, marketing), and on a professional, supervisory, or co-worker level.

7. Interaction is focused on order management and/or answering routine questions directly related to the professional discipline, as well as exchanging factual information with an audience knowledgeable in the subject area.

8. Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with Solventum’s values and ethical standards. 

Your Skills and Expertise

A Bachelor level university/college degree is generally required. Or, a 2-3 years technical/vocational/trade school degree in a specific field may be considered equivalent. I

n addition, a minimum of 3 year relevant working experience is normally required. Basic knowledge of theories and practices, applied to one discipline within Customer Service (such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics). Learns products/processes under supervision by more experienced colleagues. Makes continuous progress to achieve required level of tech/process/systems knowledge.

Develops knowledge of assigned area of responsibility including product and market detail and Solventum structure, organization, and business. Knowledge of technology such as customer portal, social media, social community, CRM tool, etc.

Knowledge of computer programs and corporate systems relevant to the assigned area of responsibility is normally required. Generally requires the ability to communicate in written English

Work location:Shanghai

• Hybrid

Travel: May include up to 5% international travel

Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

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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