Customer Issue Resolution Analyst, CBG (Japanese Speaker)

PHL 3M Service Center APAC, Inc.; Taguig; On-site; PHP 480,000 - 720,000; Full time

Job summary

3M is seeking a Customer Issue Resolution Analyst (Japanese) for its GBS in the Philippines. You’ll support global B2B customers, investigate order-to-cash issues, and drive timely resolutions with cross-functional teams across Supply Chain, Finance, and Sales.

You’ll apply Lean, Six Sigma, analytics, and automation to improve processes and the customer experience, communicating in Japanese and English. This role offers global exposure and growth within a leading science company.

Qualifications

• At least 1 year of experience in Customer Service, Customer Support, Order Management, or related field.
• Fluent in Japanese and proficient in English.
• Clear communication, problem-solving, and customer-centric mindset.
• ERP experience is advantageous.

Responsibilities

• Own and resolve customer issues across the Order-to-Cash journey.
• Investigate concerns, identify root causes, and drive next steps.
• Communicate with customers in Japanese and in English.
• Work across global teams to solve issues and improve the customer experience.
• Apply Lean, Six Sigma, analytics, automation, and AI-enabled tools to make work smarter and more effective.

Skills

Japanese language

English language

Tools

ERP experience

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: As a Customer Issue Resolution Analyst (Japanese) 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 do more than answer questions. You’ll investigate and resolve customer issues related to orders, pricing, billing, deliveries, returns, credits, disputes, and the Order-to-Cash journey. You’ll connect the dots, work with teams across Supply Chain, Logistics, Finance, Sales, and Customer Operations, and help deliver a better customer experience.

What You’ll Do

• Own and resolve customer issues across the Order-to-Cash journey.
• Investigate concerns, identify root causes, and drive the right next steps.
• Communicate with customers in your designated language and in English.
• Work across global teams to solve issues and improve the customer experience.
• Apply Lean, Six Sigma, analytics, automation, and AI-enabled tools to make work smarter and more effective.

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.

We’re looking for:

• Are fluent in Japanese and proficient in English.
• Have at least 1 year of experience in Customer Service, Customer Support, Order Management, Supply Chain, Logistics, Shared Services, or a related field.
• Communicate clearly, solve problems effectively, and keep the customer at the center.
• Are detail-oriented, adaptable, curious, and willing to learn how global business works.
• Have ERP experience, which is an advantage but not required.

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.

At 3M we apply science in collaborative ways to improve lives daily as our employees connect with customers all around the world.

Learn more about 3M's creative solutions to global challenges at www.3M.com or on Twitter @3M or @3MNews.