Sr. Analyst - Customer Service & Order Management

Customer Service, Order Management, and Fulfillment Operations Leader

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.

Role Summary

We are seeking an experienced and customer-focused professional to lead our customer service, order management, and fulfillment operations. This role will be responsible for strengthening customer relationships, ensuring flawless order execution, and collaborating with internal stakeholders to deliver world-class service levels to our Prime Partners and key accounts. The ideal candidate will be a proactive problem solver with a track record of driving process improvements and exceeding service KPIs.

Key Responsibilities

• Strengthen customer partnerships by proactively managing relationships, anticipating needs, and delivering exceptional experiences through effective CRM strategies.

• Ensure flawless order execution by overseeing end-to-end customer order processing with accuracy, speed, and attention to detail.

• Drive operational excellence in order management and fulfillment by collaborating with cross-functional teams (SCM, Distribution, Finance, etc.) to consistently meet and exceed customer requirements.

• Resolve customer issues swiftly by owning the complaint management process, ensuring quick turnaround and sustainable solutions to enhance trust.

• Engage customers regularly through structured visits and touchpoints, positioning the company as a preferred partner of choice.

• Uphold premium service levels for Prime Partners, ensuring commitments are consistently met or exceeded.

• Champion continuous improvement initiatives to streamline processes, reduce turnaround times, and enhance service quality.

• Own and deliver on key performance metrics, driving accountability and measurable improvements in service delivery and customer satisfaction.

Desired Qualifications & Experience

• Education: Bachelor's degree in Business Administration, Supply Chain, Commerce, or related field. MBA preferred.

• Experience: 5–8 years in Customer Service, Order Management, Supply Chain Coordination, or a related function—preferably in manufacturing, FMCG, industrial, or B2B sectors.

• Technical Skills: Proficiency in CRM tools and ERP systems (SAP preferred)

• Strong knowledge of order-to-cash processes and service level management

• Soft Skills: Exceptional communication, stakeholder management, and problem-solving abilities

• Proven ability to handle escalations and resolve issues under tight deadlines

• Strong analytical mindset with a focus on process improvement and KPI tracking