Complaints and Returns Resolution Specialist
hace 2 semanas
About 3M
As a leader in innovation, 3M is a company that fosters curiosity, creativity, and collaboration among its employees.
Compensation and Benefits
We offer a competitive salary of $65,000 - $85,000 per year, depending on experience, as well as a comprehensive benefits package, including health insurance, retirement savings plan, paid time off, and more.
About the Role
The AR Complaints & Returns Resolution Representative will play a key role in understanding business processes and procedures, turning data into useful information to resolve customer issues in a timely manner.
Key Responsibilities
- 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 to effectively communicate detailed feedback, disposition, and resolution to key CIR stakeholders.
- Work 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).
- Inform 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.
- Improve customer satisfaction by identifying trends, problems, and barriers, providing insight, making recommendations for resolution, and developing proactive solutions as part of the organization's continuous improvement culture.
- Adapt 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.
Required Skills and Qualifications
To set you up for success in this role from day one, we require (at a minimum) the following qualifications:
- Bachelor's degree or higher (completed and verified prior to start) from an accredited institution.
- One (1) year of combined experience in accounts receivable, accounts payable, finance, customer service experience, and/or a direct experience in a 3M Customer Services role in a private, public, government environment.
- English level proficiency level B2+
Additional Qualifications
Additional qualifications that could help you succeed even further in this role include:
- 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.
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