03 set - Milano
3M HEALTHCARE
Customer Service RepresentativeIn this role, you will be the primary contact for customer support-related activities. You will provide best-in-class customer service for external customers and business partners (distribution) by leveraging in‑depth business knowledge, product knowledge, and the Order-to‑Cash process. You will closely collaborate with various departments such as SIOP, Logistics, and Quality. You will function as an extension of the Commercial business and play a key role as a profitability driver by offering proactive support to sales and customers, ensuring the execution and exceeding of customer expectations and satisfaction. This role requires on‑site presence five days per week, Monday through Friday.
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Responsibilities
- Order‑to‑Cash – 3 BU’s, business segments designated, regional scope (Europe).
Efficiently process Order‑to‑Cash activities from contract management to order management through order confirmation; ad‑hoc invoicing till delivery at customer site – all order types & customers (EDI; Export…)
- Keep clients informed proactively about order status and take appropriate actions to maximize Momentive’s ability to serve.
- Act as the front‑line business role (aside from commercials) for all inquiries related to products, service and supply chain to ensure full satisfaction of customers on products, services and features.
- Analyze data from SAP reports to identify open issues and take action.
- Act as the interface communication flow between Sales, Demand planners, logistics services and all other support departments – product stewardship, trade compliance, quality.
- Receive, enter, and handle customer non‑conformance/claims ensuring proper feedback is provided.
- Build sustainable relationship of trust through open and pro‑active communication.
- Cross‑train and provide backup for other customer service
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