External - Customer Issue Resolution Analyst (m/f/x)*

Solventum (3M Healthcare); Wrocław; Hybrid; PLN 70,000 - 100,000; Full time

Job summary

Solventum, a rebrand of 3M Health Care, seeks a Customer Issue Resolution Analyst to join a global team and improve how we handle customer complaints. You will register, assess, and respond to complaints, and help co-create procedures while monitoring queues to meet SLA targets.

We value 1–2 years in complaints handling, a Bachelor's degree, and English fluency; bonus if you know SAP or SalesForce. Hybrid work from Poland is offered with well-being initiatives and diversity commitments.

Qualifications

• Bachelor's degree or higher from an accredited university.
• 1-2 years of equivalent work experience in Complaints Handling, Customer Issue Resolution, Operations, Customer Service.

Responsibilities

• Customer service support in the complaint process.
• Registration and consideration of customer complaints.
• Preparation of written responses to customer complaints.
• Co-creation of procedures in the complaint section.
• Monitoring work queues for new requests.
• Completing assigned tasks within SLA targets.
• Preparation of reports and statistics on complaints.
• Ensuring efficient customer complaint service.
• Identifying opportunities to improve data quality & reduce cycle time.
• Training and deployment support pre and/or post go-live.
• Continuous improvement of processes and Lean Six Sigma project coordination.

Skills

Fluent in English

Collaborative team player

Proactive attitude

Education

Bachelor's degree or higher

Tools

SAP

SalesForce

Job description

At Solventum, we improve lives by helping healthcare professionals do their best work. Join a team using innovation and insight to make a real impact on the future of healthcare. All roles listed are with Solventum, and we're committed to protecting your personal information-learn more in our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/

Job Description

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers' toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

As a Customer Issue Resolution Analyst (m/f/x)*, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world.

• Customer service support in the complaint process
• Registration and consideration of customer complaints
• Preparation of written responses to customer complaints
• Co-creation of procedures in the complaint section
• Monitoring work queues for new requests
• Completing assigned tasks within SLA targets
• Preparation of reports and statistics on complaints
• Ensuring efficient customer complaint service
• Identifying opportunities to improve data quality & reduce cycle time
• Training and deployment support pre and/or post go-live
• Continuous improvement of processes and Lean Six Sigma project coordination

Your Skills and Expertise

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

• Bachelor's degree or higher from an accredited university
• 1-2 years of equivalent work experience in Complaints Handling, Customer Issue Resolution, Operations, Customer Service

Additional qualifications that could help you succeed even further in this role include:

• Fluent in English
• Additional foreign language skill is a benefit (Norwegin, Danish, Swedish, Finnish)
• Previous experience working with SAP / SalesForce
• Previous experience working within customer service / customer issue resolution / complaints is a benefit
• Detail oriented and enjoys working with operational processes
• Proactive attitude to the duties entrusted
• Collaborative Team player

Work location: Hybrid from Poland

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being

Solventum offers many programs to help you live your best life - both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

Diversity & Inclusion

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, civil status, disability, family status, or membership of the travelling community.