Customer Issue Resolution Analyst page is loaded Customer Issue Resolution Analyst Solicitar remote type Remote locations PH, Taguig time type Full time posted on Publicado ayer job requisition id R******** M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter. Descripción del trabajo
General Purpose This is an individual contributor role. Handles inquiries of moderate scope and complexity. Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods. Most complex problem solving may require the use of increased judgment to handle some variations in conditions or operations, making decisions based on selecting from alternative courses of action using greater adaptation to circumstances when necessary. The work priorities are defined with the manager/supervisor. Uses customer service theories and practices to provide guidance and/or training, as well as leading for change, to support level co-workers within the same or job-related work group.
Main Responsibilities 1) End-to-End CIR Credit & Collections process including management and analysis for all customers. This individual will handle AR Collection for the assigned business groups and Dispute Management through emails or phone calls. The individual will also be handling daily Credit Release task based on scheduled timing.
If the business would require, will also handle Customer Complaints, Returns, Adjustments, Disputes, and inquiries either thru phone calls, emails, and other correspondence.
The position of CIR Analyst – Credit & Collections, TEBG SIBG (PH) will be located at 3M Global Service Center, Philippines.
2) Able to run AR Aging Reports and be able to provide action plans on overdue accounts.
3) Philippines Customer Issue Resolution governance RCM, VAT, AR month-end closing.
4) Collaborate with Cash Apps team for Cash Application for dispute case resolution.
5) Credit Management.
6) Support internal and external audit for PH.
7) PH e-Invoice deployment and monitoring.
8) Efficiently build credibility and trust through achieving AR Past due % target and DSO results.
9) Compliance to Credit Policy and Credit Release Framework, able to work with Business Teams and Customer Service Teams to resolve Collection issues.
10) This person will have a comprehensive understanding of business processes, procedures, and information, turning data into useful and actionable information that resolves customer issues in a timely manner. The successful individual will need to be capable of handling ambiguity, while addressing multiple concurrent projects and timelines. This is a customer-facing position, interacting directly with External Customers, Quality Teams, and partnering with internal 3M clients and cross-functional team members to drive results.
11) This position works independently to meet targets and objectives set by 3M management. Additionally, the position works with senior co-workers, supervisors and/or management for guidance on difficult or unusual situations of specific 3M PH TEBG & SIBG and if needed, other country customers.
12) Partners with customers and internal clients such as the Quality Teams to resolve customer complaints (product quality & service quality).
13) Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing.
14) Knowledge and use of Salesforce & SAP systems in daily tasks. Maintain and remain current with all training and certifications.
15) Interprets policies and regulations, investigates problems, communicates with other departments, and provides research and resolve issues, identify, and implement service solutions.
16) Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with 3M's values and ethical standards.
17) May provide training to new employees and other members of work groups, including CIR, and related processes and topics. Participates in department process improvement teams.
18) An individual employed in this position is expected to broaden their knowledge in Customer Issue Resolution (CIR) and strengthen skills in analysis, reporting, negotiating, and presenting. Strong interpersonal skills in working with diverse levels of business partners, team members and leadership are required to deliver on Customer Service Operations objectives.
19) Drives a high level of service to deliver tasks according to agreed Service Level Agreements.
20) Complies with corporate policies and procedures, and acts in a manner consistent with 3M's values and ethical standards.
Basic Qualifications 1) Bachelor's degree or higher from preferable business, economics but other degrees are accepted.
2) Minimum of three (3) years credit & collections, customer service, accounts receivable, finance/accounting, supply chain or sales experience.
3) Demonstrates strong interpersonal, communication, analytical, organizational skills.
4) Maintains a professional, positive, and tactful demeanor with clients and customers.
5) Problem solving requires the use of judgment, research, and analytic skills to determine possible solutions and make appropriate choices and decisions.
6) Ability to perform tasks through independent work and applying judgment, while collaborating in a Team Environment.
7) Able to work under pressure.
8) Able to work independently and with a team.
9) Knowledge in Microsoft Office systems.
10) Good command of the English Language (verbal and written). Preferred Qualifications 1) Minimum of three (3) years of related job experience.
2) Experience with customer service processes and systems, including SAP & SFDC.
3) Advanced skills in Microsoft Office such as Word, Excel, PowerPoint, and Power BI Reporting.
4) Demonstrates strong initiative in process improvement activities and ability to influence change management activities.
5) Excellent English communication skills (verbal and written). Learn more about 3M's creative solutions to the world's problems at or on Twitter @3M.Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M's business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work. Tenga en cuenta : su aplicación no puede ser considerada si usted no proporciona su educación y de historia , ya sea a través de: 1 ) la posibilidad de subir una hoja de vida , o 2) introducir la información en los campos de aplicación directa .
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