Senior Assistant
Confirmed on the employer's own hiring board on Oct 1, 2026. First seen by Alion on Sep 30, 2026. 3M scores B on the Alion truth index.
Job Description:
Technology-Enabled Customer Service Job Profile
Key Responsibilities
· Lead end-to-end order-to-cash operations and ensure timely billing and customer fulfillment.
· Champion customer advocacy and rapid resolution across all customer touchpoints.
· Govern backorder management, inventory prioritization, and stock allocation decisions.
· Coordinate execution across Supply Chain, Credit, Warehouse, Taxation, CIR and Business teams.
· Manage outsourced OM partners for accurate transaction processing and issue resolution.
· Track and improve CS performance metrics and customer portal adoption.
· Drive process excellence, SOP deployment, audits, compliance and training.
· Deliver premium service support for priority customer segments.
· Leverage Power BI dashboards to monitor OTIF, backlog, complaints, service KPIs, inventory constraints and order performance.
· Develop automated Power BI reports, scorecards and executive dashboards for proactive decision making.
· Apply AI and advanced analytics to identify trends, predict service risks and drive preventive actions.
· Drive automation using Power Automate, AI tools and digital workflows to improve productivity and reduce manual effort.
· Generate business insights from customer, order, complaint and inventory data to improve customer experience and working capital.
· Partner with IT and business functions to implement digital transformation and AI initiatives within the Order-to-Cash process.
· Utilize Copilot and Generative AI tools for reporting, root-cause analysis, SOP creation and productivity enhancement.
· Ensure data quality, governance, reporting accuracy and analytical model integrity.
· Train and mentor teams on Power BI, AI solutions, analytics and technology-enabled customer service practices.
Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.
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