Customer Service Analyst – Order-to-Cash Operations

About the role

3M is seeking a Customer Service Analyst to lead end‑to‑end order‑to‑cash operations. You will coordinate order entry, stock allocation, invoicing, dispatch and warehouse routing while championing customer advocacy and rapid issue resolution.

Key responsibilities

• Manage the full order‑to‑cash cycle, ensuring timely billing and delivery.
• Provide multichannel support (Salesforce, email, phone) and resolve queries within defined SLAs.
• Validate and correct backorders, execute manual stock rationalisation, and prioritise inventory.
• Partner with inventory planning, credit services, warehouse, distribution, taxation and business teams to deliver on‑time service.
• Oversee outsourced partners (e.g., Genpact, Toll, Proteam) for accurate order processing.
• Track and improve customer service metrics and drive portal adoption.
• Publish daily and monthly performance reports for stakeholders.
• Lead customer meetings, conduct VoC surveys and implement service enhancements.
• Design new SOPs, training materials and continuous‑improvement initiatives.
• Ensure compliance with SOPs and manage audit readiness.

Required profile

• Proven experience in order‑to‑cash or customer service operations.
• Strong analytical and problem‑solving abilities.
• Excellent communication skills for cross‑functional coordination.
• Ability to work with external partners and manage performance metrics.

Required skills

• Salesforce

What we offer

• Opportunity to work for a globally recognised innovator.
• Exposure to diverse business functions and continuous improvement projects.