Order Resolution Specialist

hace 24 horas


Alajuela, Alajuela, Costa Rica 3M A tiempo completo

Job Overview:

The Order Resolution Specialist will play a crucial role in resolving high-volume order exceptions and discrepancies within 3M's ARM Facility business. This position requires strong analytical skills, attention to detail, and effective communication to ensure accurate billing and prompt payment.

Main Responsibilities:

  • Review and analyze initial Order Entry exceptions and discrepancies to identify root causes and implement corrective actions
  • Analyze complex order and billing discrepancies, developing solutions that may impact multiple areas of the business
  • Engage with various stakeholders, including National Contact Center, Order Fulfillment, Contracts Area, and field staff, to collect necessary order details and advance resolution or billing processes
  • Understand corporate credit guidelines and interpret contract language to accurately process Capital Sale, Asset Management, Warranty, and special program orders
  • Manage Facility State Licenses and communicate discrepancies to leadership
  • Facilitate professional-level verbal and written communications with internal and external contacts during resolution activities
  • Settle disputed accounts receivable and issue credits/debits as appropriate, adhering to company guidelines
  • Research and verify customer order information, including contractual stipulations, service dates, billing and shipping requirements, RMAs, Voids, and other relevant details
  • Coordinate with National Contact Center and perform re-entry of incorrectly entered orders
  • Create and manage MIA billing according to standard operating procedures

Requirements and Qualifications:

  • Bachelor's degree in business or related field, or equivalent experience handling rental and sales orders and billing discrepancies
  • Ability to analyze and resolve order discrepancies, exercising discretion and independent judgment to investigate and resolve problems or situations
  • Knowledge of basic accounting principles
  • Solid conflict management and decision-making skills
  • Ability to read and interpret contract language
  • Intermediate proficiency with order management and billing systems, including MS Office software, with the ability to learn other databases as required
  • Effective communication and interpersonal skills to interact with all levels of external and internal customers
  • Demonstrated willingness and ability to participate in required training programs
  • Ability to work effectively in a team environment, exercising sound business judgment
  • Advanced/Fluent English
  • Disputes or Collections experience

Preferred Qualifications:

  • Experience with different ERPs and systems, including GetPaid, Oracle, Tableau, Shelton Connect, Red Prairie, Verint, Cisco Finesse, UPS Website

About 3M:

At 3M, we offer competitive pay and benefits, benchmarked with other companies of comparable size and scope. Our Work Your Way approach prioritizes employee well-being and flexibility, allowing you to excel in your role while enjoying a healthy work-life balance. We are an equal opportunity employer, committed to diversity and inclusion, and proud to offer opportunities for professional growth and development.



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