Description
As a Customer Issue Resolution Analyst with 3M Global Business Services, you'll support global B2B customers and business partners across international markets. You'll investigate, connect the dots, work with the right teams, and help drive the issue to resolution.
This is a role for curious problem-solvers who want to do more than answer questions. If you enjoy digging into details, understanding how things work, and helping customers move forward, this could be your next career move.
Responsibilities
- Leads end-to-end Customer Issue Resolution Management – handling issues related to billing, quality and service complaints, disputes, returns, financial adjustments and collection activities to secure timely payment.
- Partners with customers and internal contacts to resolve end-to-end CIR activities, ensuring data accuracy, timely response and proactive problem solving.
- Communicates clearly through email and telephone interactions.
- Completes vigorous collection activities on past due accounts within generally defined credit policies and procedures, determines and corrects billing errors, manages invoice processing cycle times, and optimizes processes to ensure efficiency and accuracy.
- Implements creative solutions for moderate to complex issues, demonstrating skills and knowledge in financial statement analysis, negotiation, and credit and financial principles.
- Develops and supports improvements for work processes and tools.
- Participates in meetings to address ongoing issues and maintain a culture of quality.
- Supports cross-functional teams, acts as a project liaison, and participates in process improvement teams.
Benefits
- Global B2B experience across Order-to-Cash, supply chain, logistics, finance, commercial operations, and shared services.
- Future-ready skills in problem solving, process improvement, analytics, automation, and AI-enabled ways of working.
- A respectful, collaborative culture where teams support each other, celebrate wins, and have fun.
- Career growth with 3M, a global science company making meaningful impact.
Requirements
- Bachelor's degree, or High school diploma/GED with Minimum two years in finance, AR/Collections or pricing
- Experience working in ERP and CRM systems
- Experience with Excel, including conditional formulas, VLOOKUP, and pivot tables
- Experience with Power BI reporting and automation tools
- Continuous improvement and continuous learning mindset; ability to learn new information quickly
- Strong attention to detail and analytical skills
- Collaboration skills to work effectively with cross-functional and internal teams
- Ability to independently solve problems and identify solutions; self-motivated
- Clear and conceptual thinking ability; excellent judgment and discretion
- Excellent organizational skills
- Ability to de-escalate and resolve issues effectively
- Proactive in resolving issues before they become problems
- Proven and reliable follow-through with commitments and resolutions
- Customer-focused, positive, and solution-oriented; demonstrates empathy and adjusts tone and structure of communication accordingly
- Active listening skills to understand customer needs and identify appropriate solutions
- Excellent oral and written communication in English and customer facing language (C1 or higher preferred)
- Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines