Complaints and Returns Resolution Specialist

hace 2 semanas


Alajuela, Alajuela, Costa Rica 3M A tiempo completo

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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