Analyst - Customer Issue Resolution

3M 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.

Job Description:

Job Summary:

• Primary contacts are external and excellent interpersonal skills are essential.
• Demonstrate ability to influence customers and turn issues into positive interactions.  
• Working knowledge of Customer Issue Resolution and/or Credit & Collections theories and practices.  
• Complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.
• Drives collection mindset and defines strategies to optimise Collection time and interactions.
• Interacting with customers, Corporate Quality, Businesses, process streams in the region and COE as appropriate.
• Ensures timely release of credit blocked orders, partners with COE to share customer knowledge and highlight risks
• Account reconciliation, Balance confirmation, Dunning letters submission.
• Modern Trade, Ecom accounts handling experience is needed

Roles & Responsibilities:

• Payment Requests for held Credit Blocked Orders
• Perform Collections
• Remittance requests & Customer facing Cash Application support
• Payment collection processing post invoice
• Customer Relationship Owner
• Intake, Feedback & Escalation point for Post Invoice Customer Queries
• 3M Complaint Case owner on behalf of customer
• Triage & Assign Complaints
• Liaison for Customer ReturnsReview & Release Credit Blocked Orders
• Act as Resolution Owner for Complaints
• Status Reporting & Monitoring
• Trend Analysis
• Engagement with Business and Process Partners

Minimum Qualifications & Skills Needed:

• Graduation in Commerce & Masters in Commerce or MBA would be the added advantage
• Skillset needed :
• Bachelor degree or higher
• Fluent in written and spoken English
• Another relevant language is a plus
• Improvement mind-set, can-do attitude
• Well organised, Team player
• Strong process skills
• 5+ years experience in either Customer Service, Customer Issue Resolution or Accounts Receivable processes
• Good customer facing skills
• Good negotiating skills
• Results and KPI driven

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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