Customer Issue Resolution Analyst

3M; Taguig; On-site; PHP 400,000 - 800,000; Full time

Job summary

3M Global Business Services is seeking a Customer Issue Resolution Analyst to support global B2B customers. You will investigate, connect the dots, and drive issues to resolution across the Order-to-Cash journey.

You’ll collaborate with Supply Chain, Finance, Sales, and Customer Operations to improve processes and deliver a better customer experience. Strong analytical and communication skills are essential.

Qualifications

• Bachelor's degree, or High school diploma/GED with minimum two years in finance, AR/Collections or pricing.
• Experience working in ERP and CRM systems.
• Excel with conditional formulas, VLOOKUP, and pivot tables.
• Power BI reporting and automation tools.
• Strong attention to detail and analytical skills.
• Excellent oral and written communication in English.
• Ability to collaborate cross-functionally and independently solve problems.

Responsibilities

• Leads end-to-end Customer Issue Resolution Management – handling issues related to billing, quality and service complaints, disputes, returns, financial adjustments and collection activities to secure timely payment.
• Partners with customers and internal contacts to resolve end-to-end CIR activities, ensuring data accuracy, timely response and proactive problem solving.
• Communicates clearly through email and telephone interactions.
• Implements creative solutions for moderate to complex issues, demonstrating skills in financial statement analysis, negotiation, and credit principles.
• Develops and supports improvements for work processes and tools.
• Participates in meetings to address ongoing issues and maintain a culture of quality.

Skills

Excel advanced

Power BI

Analytical thinking

Communication

Cross-functional teamwork

Education

Bachelor's degree

High school diploma/GED with 2+ years finance experience

Tools

ERP systems

CRM systems

Job description

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:Customer Issue Resolution Analyst3M Global Business ServicesSolve the challenge. Support global customers. Grow your career with 3M.As a Customer Issue Resolution Analyst with 3M GBS, you’ll support global B2B customers and business partners across international markets. When a customer issue comes up, you won’t just pass it along. You’ll investigate, connect the dots, work with the right teams, and help drive the issue to resolution.This is a role for curious problem-solvers who want to do more than answer questions. If you enjoy digging into details, understanding how things work, and helping customers move forward, this could be your next career move.What You’ll Experience in This RoleAs a CIR Analyst, you’ll investigate and resolve customer issues across the Order-to-Cash journey, including orders, pricing, billing, deliveries, returns, credits, and disputes.You’ll connect the dots and work with teams across Supply Chain, Logistics, Finance, Sales, Customer Operations, and other business functions to resolve issues, improve processes, and deliver a better customer experience.What You’ll DoLeads end-to-end Customer Issue Resolution Management – handling issues related to billing, quality and service complaints, disputes, returns, financial adjustments and collection activities to secure timely payment.Partners with customers and internal contacts to resolve end-to-end CIR activities, ensuring data accuracy, timely response and proactive problem solving.Communicates clearly through email and telephone interactions.Completes vigorous collection activities on past due accounts within generally defined credit policies and procedures, determines and corrects billing errors, manages invoice processing cycle times, and optimizes processes to ensure efficiency and accuracy.Implements creative solutions for moderate to complex issues, demonstrating skills and knowledge in financial statement analysis, negotiation, and credit and financial principles.Develops and supports improvements for work processes and tools.Participates in meetings to address ongoing issues and maintain a culture of quality.Supports cross-functional teams, acts as a project liaison, and participates in process improvement teams.What You’ll GainGlobal B2B experience across Order-to-Cash, supply chain, logistics, finance, commercial operations, and shared services.Future-ready skills in problem solving, process improvement, analytics, automation, and AI-enabled ways of working.A respectful, collaborative culture where teams support each other, celebrate wins, and have fun.Career growth with 3M, a global science company making meaningful impact.What We’re Looking ForBachelor's degree, or High school diploma/GED with Minimum two years in finance, AR/Collections or pricingExperience working in ERP and CRM systemsExperience with Excel, including conditional formulas, VLOOKUP, and pivot tablesExperience with Power BI reporting and automation toolsContinuous improvement and continuous learning mindset; ability to learn new information quicklyStrong attention to detail and analytical skillsCollaboration skills to work effectively with cross-functional and internal teamsAbility to independently solve problems and identify solutions; self-motivatedClear and conceptual thinking ability; excellent judgment and discretionExcellent organizational skillsAbility to de-escalate and resolve issues effectivelyProactive in resolving issues before they become problemsProven and reliable follow-through with commitments and resolutionsCustomer-focused, positive, and solution-oriented; demonstrates empathy and adjusts tone and structure of communication accordinglyActive listening skills to understand customer needs and identify appropriate solutionsExcellent oral and written communication in English and customer facing language (C1 or higher preferred)Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlinesBuild a Career with Purpose at 3MAt 3M, science is at the heart of how we help solve real-world challenges. As a leading material science company, 3M creates solutions that support industries such as worker safety, healthcare, transportation, automotive, electronics, energy, manufacturing, consumer goods, and more.Be part of a team that values respect, collaboration, learning, recognition, and meaningful work. We celebrate wins, support each other, work across cultures, and make time to enjoy the journey.Build global experience, solve real challenges, and grow your career with 3M.Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.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.3M Global Terms of Use and Privacy StatementCarefully read these Terms of Use before using this website. Your access to and use of this website and application for a job at 3M are conditioned on your acceptance and compliance with these terms.Please click on the following links and select the country where you are applying for employment to review the applicable Terms of Use (link here) and Privacy Policy (link here). Before submitting your application, you will be asked to confirm your agreement with the terms.