Customer Service Rep, SH

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Job Description:

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

As a Customer Service Rep-CN, you will handle customer service inquiries of moderate scope and complexity, including customer inquiry support, issue resolution, distributor order management, account support, and customer service analytics. You will also coordinate with supply chain and other internal teams to support order fulfillment and provide a positive customer experience.

Key Responsibilities

• Handle customer and distributor inquiries and provide timely, professional support.
• Manage distributor orders, including order entry, validation, status tracking, delivery follow-up, and exception handling.
• Coordinate with Supply Chain, Planning, Logistics, Warehouse, Sales, Finance, and other teams to resolve order-related issues.
• Monitor order status and proactively communicate supply constraints, delivery delays, pricing discrepancies, and order blocks.
• Support customer issue resolution and ensure cases are properly followed up and closed.
• Maintain effective cross-functional business communication and coordinate internal resources based on customer needs.
• Maintain accurate customer and order information in SAP and other company systems.
• Analyze customer service and order data and support process improvement activities.
• Identify potential upselling opportunities and share relevant information with the commercial team.

Your Skills and Expertise

• Bachelor’s degree or above is preferred.
• At least three years of relevant experience in customer service, order management, sales operations, supply chain coordination, or a related area.
• Basic English communication skills, both written and verbal.
• Proficiency in daily office software, including Microsoft Outlook, Excel, Word, and PowerPoint.
• Experience using SAP or a similar order-management system.
• Good communication, coordination, analytical, and problem-solving skills.
• Ability to manage multiple tasks and communicate effectively across departments.
• Optimistic, proactive, responsible, and detail-oriented, with a positive and professional working attitude.

Work Location: Shanghai

• Hybrid Eligible
  This position follows a hybrid working arrangement, combining office-based work in Shanghai with remote work from home, subject to business needs and company policies.

Supporting Your Well-being

Solventum offers programs to support employees’ physical and financial well-being. We regularly benchmark our compensation and benefits with companies of comparable size and scope.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

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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