Strategic Customer Issue Resolution Analyst

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; Hybrid; PHP 670,000 - 1,004,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking a capable finance professional to manage end-to-end Customer Issue Resolution (CIR) activities, including billing issues, disputes, returns, and collections. You will collaborate with customers and internal teams to ensure accurate data and timely responses.

The role requires experience in ERP/CRM systems, advanced Excel and Power BI, and a mindset focused on continuous improvement and process optimization.

Qualifications

• Bachelor's degree with minimum two years in finance, AR/collections or pricing or handled a financial account
• 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

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

Excel advanced

Power BI

ERP/CRM systems

Data analysis

Communication skills

Education

Bachelor's degree in Finance/Accounting

Tools

CRM systems

ERP systems

Job description

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking a capable finance professional to manage end-to-end Customer Issue Resolution (CIR) activities, including billing issues, disputes, returns, and collections. You will collaborate with customers and internal teams to ensure accurate data and timely responses.

The role requires experience in ERP/CRM systems, advanced Excel and Power BI, and a mindset focused on continuous improvement and process optimization.