Global CIR Analyst: Resolve & Optimize Customer Issues

3M; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

3M is seeking a Customer Issue Resolution Analyst to support global B2B customers from the 3M Global Business Services center. You will investigate issues across the order-to-cash journey, collaborate with Supply Chain, Finance, Sales, and other teams, and drive timely resolutions while upholding quality and accuracy.

The role emphasizes problem-solving, data analysis, and proactive communication. You will work on complex billing and credit scenarios and contribute to process improvements in a

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.
• Experience with Excel, including conditional formulas, VLOOKUP, and pivot tables.
• Experience with Power BI reporting and automation tools.
• Continuous improvement mindset; ability to learn quickly.

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.
• 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.

Skills

Analytical skills

Attention to detail

Collaboration

Problem solving

Communication (English)

ERP experience

CRM experience

Excel

Power BI

Process improvement

Education

Bachelor's degree

High school diploma/GED

Tools

ERP

CRM

Job description

3M is seeking a Customer Issue Resolution Analyst to support global B2B customers from the 3M Global Business Services center. You will investigate issues across the order-to-cash journey, collaborate with Supply Chain, Finance, Sales, and other teams, and drive timely resolutions while upholding quality and accuracy.

The role emphasizes problem-solving, data analysis, and proactive communication. You will work on complex billing and credit scenarios and contribute to process improvements in a