Customer Issue Resolution Analyst

hace 3 semanas

Orotina, Costa Rica 3M A tiempo completo

**Job Description**:

- Collaborate with Innovative 3Mers Around the World
- Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a diversity of people, global locations, technologies and products, 3M is a place where you can collaborate with 96,000 other curious, creative 3Mers.
- “For more than 30 years at 3M, I’ve seen firsthand how it’s a place where curious, creative, and collaborative people thrive and build a rewarding career. As a leader in this company, my goal is to ensure each 3Mer sees and feels the positive impact we’re making around the world” - Mike Roman, chief executive officer and chairman of the board at 3M
- This position provides an opportunity to transition from other private, public, government or military environments to a 3M career.
- The Impact You’ll Make in this Role
- As an Accounts Receivable Analyst you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:
- Complete intake of relevant information for customer complaints, disputes and product returns by collaborating with key CIR team members and other internal areas-
- Conduct in-depth analysis in order to effectively communicate detailed feedback, disposition and resolution to key CIR stakeholders-
- Working with transportation teams to resolve in the moment and potential issues regarding returns and lost/damaged shipments.-
- Process, transact and document large amounts of data in various systems (Salesforce/SAP)-
- Informs appropriate credit and division management and staff of credit status and high-risk accounts, making recommendations on managing credit exposure and partnering with internal clients and external customers on carrying out plans. Uses appropriate security methods to reduce credit risk, such as Letters of Credit, Personal or Cross-Corporate Guarantees.-
- Improves customer satisfaction by identifying trends, problems, and barriers. Provides insight, makes recommendations for resolution and develops proactive solutions as part of the organization’s continuous improvement culture.-
- Adapts differing techniques and methods to develop solutions for a variety of complex CIR issues.-
- Must be able to work and handle sensitive/confidential financial data.-
- May interact with external customers to ensure processing of CIR issues are resolved-
- Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing.-
- Knowledge and use of Salesforce and SAP systems, maintain, and remain current with all Salesforce and SAP training and certifications.-
- Interprets policies and regulations, investigates problems, and communicates with other departments and providers to research and resolve issues, identify and implement service solutions.-
- May provide training to new employees and other members of work groups, including customer service, on credit systems and topics. May develop and lead cross-functional business teams and may act as project liaison. Participates on department process improvement teams.- Your Skills and Expertise- Demonstration of strong interpersonal, communication, analytical, organizational and short-term planning skills.-
- Maintains a professional, positive, and tactful demeanor with clients and customers.-
- Demonstrates the following competencies: adaptability, assertiveness, initiative, accountability, teamwork and continuous improvement mindset-
- Problem solving requires the use of judgment, research and analytic skills to determine possible solutions and make appropriate choices.Demonstrate strong initiative with process improvement activities and ability to influence change management activities-
- Minimum 1 year of combined experience in Accounts Receivable, Collections, Customer Service, and/or dispute management.-
- English proficiency level B2+- Preferred Qualification:
- Bachelor's Degree in Business Administration, Finance or related field.-
- 2 years of combined experience in Accounts Receivable, Collections, Customer Service, and/or dispute management.-
- Dispute Management within the Accounts Receivable field-
- Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles.-
- Advanced skills in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Power BI Reporting-
- Direct experience in B2B Collections-
- Experience leading/participating in Lean Sigma projects, cross-functional teams, or equivalent.- Supporting Your Well-being
- 3M offers many programs to help you live your best life - both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and s

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