Customer Issue Resolution Analyst

3M Vietnam; Taguig; Presencial; PHP 500.000 - 1.000.000; Tempo integral

Resumo da vaga

3M Global Business Services is seeking a Customer Issue Resolution Analyst to investigate and resolve global customer issues across the Order-to-Cash journey. You will partner with Supply Chain, Finance, Sales, and other teams to deliver timely, accurate solutions and optimize processes.

The role requires strong analytical skills, ERP/CRM experience, and proficiency in Excel and Power BI, with excellent communication in English. A proactive, customer-focused mindset is essential.

Qualificações

• Bachelor's degree or higher; or HS diploma with 2+ years in finance/AR/pricing.
• Experience using ERP and CRM systems.
• Proficient in Excel (conditional formulas, VLOOKUP, pivots) and Power BI.

Responsabilidades

• Own end-to-end Customer Issue Resolution across order-to-cash, billing, disputes, and collections.
• Collaborate with cross-functional teams to resolve issues and improve processes.
• Communicate clearly via email and phone; ensure data accuracy and timely responses.
• Lead collection activities per policies and optimize invoice processing times.
• Develop and implement process improvements and participate in cross-functional projects.

Conhecimentos

ERP/CRM experience

Excel advanced (VLOOKUP, pivots)

Power BI

Analytical thinking

Attention to detail

Cross-functional collaboration

Independent problem solving

English communication (oral & written)

Formação

Bachelor's degree

HS diploma/GED with 2 years finance/AR or pricing experience

Ferramentas

ERP systems

CRM systems

Excel

Power BI

Descrição da vaga

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 Analyst

3M Global Business Services

Solve 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 Role

As 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 Do

• 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.
• 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 Gain

• Global 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 For

• 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
• Experience with Excel, including conditional formulas, VLOOKUP, and pivot tables
• Experience with Power BI reporting and automation tools
• Continuous improvement and continuous learning mindset; ability to learn new information quickly
• Strong attention to detail and analytical skills
• Collaboration skills to work effectively with cross-functional and internal teams
• Ability to independently solve problems and identify solutions; self-motivated
• Clear and conceptual thinking ability; excellent judgment and discretion
• Excellent organizational skills
• Ability to de-escalate and resolve issues effectively
• Proactive in resolving issues before they become problems
• Proven and reliable follow-through with commitments and resolutions
• Customer-focused, positive, and solution-oriented; demonstrates empathy and adjusts tone and structure of communication accordingly
• Active listening skills to understand customer needs and identify appropriate solutions
• Excellent 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 deadlines

Build a Career with Purpose at 3M

At 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.

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