Analyst, EMEA Customer Connectivity ePop Support

About 3M

• 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.

Responsibilities

• Ensure orders are validated accurately within the agreed target time and EMEA validation schedule.
• Identify opportunities to improve the touchless order rate and reduce manual order validation.
• Monitor rejected orders, identify recurring causes, and coordinate the required follow-up.
• Monitor, track, and manage ITSM ticket and SFDC case queues to ensure timely handling and resolution.
• Review customer purchase orders, emails, and supporting documents in different EMEA languages using approved translation tools.
• Learn key words and commonly used order-related terms in relevant EMEA languages to support correct and timely processing.
• Provide training and guidance to other teams to improve processes and ensure adequate input is provided.
• Support continuous improvement and CI projects, particularly those focused on order-processing accuracy, efficiency, and automation.
• Identify recurring order-quality issues and support actions to improve processing accuracy.
• Cooperate with CSRs on the quality of documents submitted to ESKER and on related projects, improvements, teaching requests, and automation opportunities.
• Provide operational support for urgent orders, processing concerns, and other EMEA ePOP requirements as needed.
• Proactive in managing assigned responsibilities and raising concerns that may affect order processing.

Requirements

• Qualifications Proficient in English communication, both verbal and written.
• Additional EMEA language knowledge is an advantage but is not required.
• Willing and able to learn key words and common order-processing terms in relevant EMEA languages.
• Comfortable using approved translation tools to review customer orders, emails, and supporting documents in different languages.
• Flexible to adjust working hours when required due to CET/CEST schedule changes.
• Experience with data quality, master data management, or familiarity with supply chain, manufacturing, or materials-management processes is preferred but not required.
• Detail-oriented and comfortable working with operational processes and time-sensitive orders.
• Collaborative team player who can coordinate effectively with Customer Service and other support teams.
• Strong analytical and problem-solving skills.
• Able to work independently while supporting multiple EMEA countries and processing requirements.
• Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.

Preferred

• Experience with ERP systems and order-processing platforms.
• Experience in customer order management is an advantage.

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.

Willing to work a mid-to-night shift aligned with EMEA operating and validation hours.

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.

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