Complaints and Returns Resolution Specialist

hace 2 semanas

Alajuela, Alajuela, Costa Rica 3M A tiempo completo

Company Overview

At 3M, we are committed to collaborating with our diverse team of employees from around the world to drive innovation and growth. Our company values adaptability, assertiveness, initiative, accountability, teamwork, and continuous improvement.

Job Summary

We are seeking a skilled Complaints and Returns Resolution Specialist to join our team. In this role, you will play a key part in understanding business processes and procedures, analyzing data to resolve customer issues efficiently, and working closely with internal teams to ensure seamless communication.

Key Responsibilities

  1. Conduct thorough intake of customer complaints, disputes, and product returns by collaborating with key CIR team members and other internal areas.
  2. Analyze data to effectively communicate detailed feedback, disposition, and resolution to key CIR stakeholders.
  3. Work with transportation teams to resolve in-the-moment and potential issues regarding returns and lost/damaged shipments.
  4. Process, transact, and document large amounts of data in various systems (Salesforce/SAP).
  5. 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.
  6. Use appropriate security methods to reduce credit risk, such as Letters of Credit, Personal or Cross-Corporate Guarantees.
  7. Improve customer satisfaction by identifying trends, problems, and barriers.
  8. Provide insight, make recommendations for resolution, and develop proactive solutions as part of the organization's continuous improvement culture.
  9. Adapt differing techniques and methods to develop solutions for a variety of complex CIR issues.
  10. Must be able to work and handle sensitive/confidential financial data.
  11. May interact with external customers to ensure processing of CIR issues are resolved.
  12. Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing.
  13. Knowledge and use of Salesforce and SAP systems, maintain, and remain current with all Salesforce and SAP training and certifications.
  14. Interpret policies and regulations, investigate problems, and communicate with other departments and providers to research and resolve issues, identify and implement service solutions.
  15. May provide training to new employees and other members of work groups, including customer service, on credit systems and topics.
  16. May develop and lead cross-functional business teams and may act as project liaison.
  17. Participates on department process improvement teams.

Required Skills and Qualifications

  • Bachelor's degree or higher 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

  • 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.
  • Demonstrate strong organizational and soft skills.
  • Demonstrate strong initiative with process improvement activities and ability to influence change management activities.
  • Experience leading/participating in Lean Sigma projects, cross-functional teams, or equivalent.
  • Maintains a professional, positive, and tactful demeanor with clients and customers.
  • Demonstrates the following competencies: adaptability, assertiveness, initiative, accountability, teamwork, and continuous improvement mindset.

Benefits

3M offers a comprehensive benefits package, including competitive pay, flexible work arrangements, and opportunities for professional growth and development. We strive to create a work environment that is inclusive, diverse, and supportive of our employees' physical and mental well-being.

Equal Employment Opportunity

3M is an equal opportunity employer and welcomes applications from diverse candidates. We do not discriminate based on race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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