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Customer Service Resolution Specialist

hace 1 semana

Alajuela, Alajuela, Costa Rica 3M A tiempo completo

Job Overview

At 3M, we strive to be a place where curious and creative individuals can thrive. This role offers an exciting opportunity to join our team of innovative professionals and make a meaningful impact.

About the Role

We are seeking a highly skilled Customer Service Resolution Specialist to join our CIR team. As a key member of our team, you will play a crucial role in resolving customer complaints, disputes, and product returns by collaborating with internal teams and stakeholders.

Your Responsibilities

  • Complete intake of relevant information for customer complaints, disputes, and product returns by working closely with CIR team members and other internal areas.
  • Conduct in-depth analysis to effectively communicate detailed feedback, disposition, and resolution to key CIR stakeholders.
  • Work with transportation teams to resolve issues related to returns and lost/damaged shipments.
  • Process, transact, and document large amounts of data in various systems (Salesforce/SAP).
  • Inform credit and division management of credit status and high-risk accounts, making recommendations on managing credit exposure.
  • Use appropriate security methods to reduce credit risk.
  • Improve customer satisfaction by identifying trends, problems, and barriers, providing insights, and developing proactive solutions.
  • Adapt techniques and methods to develop solutions for complex CIR issues.
  • Must be able to work with sensitive/confidential financial data.
  • May interact with external customers to ensure CIR issues are resolved efficiently.

Your Skills and Expertise

To succeed in this role, you will need to demonstrate strong interpersonal, communication, analytical, organizational, and short-term planning skills. You must also maintain a professional, positive, and tactful demeanor with clients and customers, and demonstrate competencies such as adaptability, assertiveness, initiative, accountability, teamwork, and continuous improvement mindset.

Requirements

  • 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.

Your Benefits

At 3M, we offer many programs to support your well-being, both physically and financially. Our benefits package is designed to help you live your best life, including competitive pay and benefits that regularly benchmarked with other companies comparable in size and scope.