Customer Service Officer

Job Opportunity at Solventum

Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers' toughest challenges.

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

The Impact You'll Make in this 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.

Major Duties and Responsibilities:

1. 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, etc. Generally, assignments are made up of a series of activities with some short-term projects. The scope for discretion requires judgment to handle a variety of activities, conditions, processes, or operations. Sets own work priorities in cooperation with the manager/supervisor. Incumbent is expected to offer suggestions for improvement to methods and processes.
2. Provides guidance or training to co-workers within the same work group on routine support duties, technical requirements, protocol, policy and procedures.
3. Handles problems which require identifying some solutions, selecting from alternative courses of action, with greater adaptation to circumstances as necessary. Most complex problem solving may require gathering facts, analyzing the information, and determining the appropriate solution from multiple options.
4. Has a major impact on the support activities of the direct work group/team, and begins to affect related activities within connected work groups/teams. Working tasks might include:
• 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
• Handles special customer requests related to customer document requirement response by comparing to established guidelines
• Trains support employees on the use of customer service systems
• Manages all repeat orders to existing customers
• Identifies and eliminates repetitive problems within standard administration procedures
5. Primary contacts are typically internal and on a co-worker or professional level.
6. Interaction is focused on answering routine and non-routine questions. Exchanges information with an audience which is typically knowledgeable in the subject area. Acts as department support expert by providing interpretation of support procedures and processes.
7. 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 3M's values and ethical standards.

The job also requires performing other duties as assigned. Percentages of time spent on job duties are estimates and may vary for each position.

Your Skills and Expertise:

A minimum of secondary/high school degree or equivalent education is required. A college/university degree is preferred. In addition, 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. Selects a predetermined course of action based on experience and discipline-specific guidelines.

A broad knowledge of computer programs and corporate systems relevant to the assigned area of responsibility is normally required.

Work location: Shanghai

Hybrid

May include up to 10% domestic travel

Relocation assistance may be authorized

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

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.