Analyst, EMEA Customer Connectivity ePop Support

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.

Responsible for order management via ESKER, process quality control, and touchless rate improvement while supporting customers across multiple EMEA countries and languages.

• Timely Order Validation: Ensure orders are validated accurately within the agreed target time and EMEA validation schedule.
• Touchless Rate Improvement: Identify opportunities to improve the touchless order rate and reduce manual order validation.
• Order Rejection Management: Monitor rejected orders, identify recurring causes, and coordinate the required follow-up.
• ITSM and SFDC Case Monitoring: Monitor, track, and manage ITSM ticket and SFDC case queues to ensure timely handling and resolution.
• Multilingual Order Processing: Review customer purchase orders, emails, and supporting documents in different EMEA languages using approved translation tools.
• EMEA Language Familiarization: Learn key words and commonly used order-related terms in relevant EMEA languages to support correct and timely processing.
• Training and Consulting: Provide training and guidance to other teams to improve processes and ensure adequate input is provided.
• Process Improvements: Support continuous improvement and CI projects, particularly those focused on order-processing accuracy, efficiency, and automation.
• Quality Improvement: Identify recurring order-quality issues and support actions to improve processing accuracy.
• Customer Service Collaboration: Cooperate with CSRs on the quality of documents submitted to ESKER and on related projects, improvements, teaching requests, and automation opportunities.
• EMEA Schedule Coverage: Work a mid-to-night shift aligned with EMEA validation hours, with flexibility to adjust working hours based on business requirements and the applicable CET/CEST schedule.
• Ad Hoc Support: Provide operational support for urgent orders, processing concerns, and other EMEA ePOP requirements as needed.

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