Representative, Customer Service (Mandarin Speaker)

General Purpose / Summary:

1. Follows clearly defined procedures with general guidance.
2. Handles standard to moderately complex inquiries in Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, and Customer Service Analytics.
3. Entry-level to early-career role working under general supervision.
4. Uses basic analytical skills; decisions mainly affect individual accuracy and day-to-day operational execution.
5. Focused on one discipline or practice within one department or location.

Interaction

1. Interacts with external customers and internal partners such as distribution, lab, quality, transportation, sales, and marketing.
2. Exchanges routine factual information related to order management and discipline-specific tasks.
3. Participates in corporate programs and adheres to 3M policies and values."

Working tasks might include main responsibilities:

1. Performs end-to-end order management using SAP, Salesforce, and customer portals.
2. Maintains customer master data, part numbers, and critical specifications.
3. Investigates missed OTIF and resolves simple to moderately complex issues.
4. Communicates proactively with internal teams and customers regarding order issues.
5. Collaborates with stakeholders to ensure order flow and resolve queries.
6. Builds relationships with assigned customers.
7. Handles line stop or AOG situations with stakeholder coordination.
8. Meets KPIs and SLAs and participates in company initiatives.
9. Follows up on delays and coordinates tasks to meet SLAs.
10. Creates simple reports or analytics.
11. Participates in continuous improvement and basic Lean projects.
12. Performs administrative tasks as needed.
13. Analyzes and recommends alternatives to meet customer or account needs.
14. Applies customer service, issue resolution, and problem-solving skills.

Education / Experience

1. Bachelor's degree.
2. Minimum 1 year of relevant experience in Customer Service, Supply Chain, Manufacturing Operations, Logistics, or IT in local companies.

Knowledge Requirements

1. Basic knowledge of customer service disciplines.
2. Learns products and processes with guidance.
3. Knowledge of SAP, Salesforce, portals, CRM tools, and MS Office such as Outlook, Excel, and Word.
4. Strong attention to detail, numerical accuracy, and communication skills.
5. Ability to adapt to new systems and processes.
6. Basic analytical and problem-solving skills.
7. Able to work independently with minimal supervision.

8. Proficiency in English and Mandarin language is required (Speaking, Reading, Writing, and Listening)

Analytical / Problem Solving

1. Handles standard to moderately complex inquiries using basic analytical skills.
2. Uses judgment for normal variations and selects from existing approaches.
3. Conducts short-term planning related to forecasting and business partner support.

People / Change Management

1. Able to provide guidance or training to peers within the same job level.
2. Supports change at the team level.

Preferred Qualifications

1. Experience in Customer Service, Supply Chain, Manufacturing Ops, Logistics, or Business Administration.

2. Skilled in SAP and Salesforce.

3. Accurate data entry and analytics skills.

4. Open to shift work when required.

5. Comfortable working other APAC time zones, shift hours, or supporting countries work calendars.