Supervisor, Customer Service Asia TEBG (Japanese Speaker) at 3M in Taguig

Job description

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. Job Description: General Purpose / Summary 1. Works within broadly defined processes and tools and has freedom to choose methods for day-to-day execution. 2. Handles moderately complex customer and operational inquiries across customer service disciplines such as inquiries, claims, complaints, training, call center support, spare parts invoicing, and order management. 3. Supervises entry-level professional and support employees and may provide work direction to non-3M workers. 4. Provides direction and advice to co-workers with direct impact on team execution and service results. 5. Conducts customer satisfaction reviews, identifies trends, and leads local projects or initiatives to maintain and improve service levels. Freedom to Act (Freedom to make decisions within the chain of command) 1. Works independently within broadly defined processes and tools. 2. With management approval, develops and leads improvements or solutions within area of responsibility. 3. Provides input to management affecting financial resources. 4. Consults supervisor mainly when escalation is necessary. 5. Work is reviewed occasionally for accuracy and completeness. 6. Aligns with 3M Performance Culture expectations. People / Change Management 1. Directly supervises employees with defined roles in customer service disciplines. 2. May direct Non-3M workers. 3. Determines priorities, sets timetables, assigns tasks, and provides performance feedback with consultation from next-level management. 4. Accountable for work group performance and results. 5. Leads projects and occasionally links project work to business strategies. 6. Manages supervisory responsibilities including coaching, training, work assignment, performance appraisals, compensation, documentation, diversity, disability, and policy enforcement. 7. Must demonstrate leadership in change, conflict resolution, delegation, motivation, and strategic planning. Analytical / Problem Solving 1. Handles non-routine and complex inquiries. 2. Applies analytical skills to interpret data, trends, and reports. 3. May deviate from standard methods based on experience and reasoning. 4. Resolves complex issues and conflicts involving direct reports. Main Responsibilities 1. Communicates with other departments and management to resolve issues and expedite work. 2. Manages project work, ensures alignment with business strategies, and meets deadlines. 3. May have budget responsibility with consultation from management 4. Leads employees to resolve problems and complete assignments. 5. Plans, coordinates, and supervises customer order processing. 6. Maintains customer relations to meet service level agreements. 7. Ensures inquiries and complaints are handled per company objectives. 8. Establishes and maintains strong customer or account relationships. 9. Resolves non-routine customer complaints and technical/service inquiries. 10. Interprets trends in customer requirements and assesses the impact of 3M systems and processes. 11. Monitors and analyzes customer service solution effectiveness. 12. Leads complex and cross-border satisfaction survey projects. 13. Coordinates cross-functional efforts affecting their area of responsibility. Interaction (Extent to which the job requires cooperation and tact in dealing with others, both inside and outside the organization) 1. Primary contacts include external customers and internal business partners. 2. Works with managerial, professional, supervisory, and peer-level audiences. 3. Explains and discusses complex subject-matter information. 4. Exchanges factual information and advice with knowledgeable audiences. 5. Demonstrates advanced persuasion and balances differing perspectives. 6. Participates in