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Job Description:General Purpose
This individual contributor role is designed for someone who can handle inquiries of moderate to difficult scope and complexity. The ideal candidate will utilize basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods. Complex problem solving may require increased judgment to manage variations in conditions or operations, making decisions by selecting from alternative courses of action and adapting to circumstances when necessary. Work priorities are defined in collaboration with the manager or supervisor. The role involves applying customer service theories and practices to provide guidance and training, as well as leading changes to support co-workers within the same or related work group. The Customer Issue Resolution Analyst will focus on resolving customer issues and enhancing satisfaction by efficiently investigating and addressing complaints. This includes analyzing data to identify trends and root causes, ensuring effective communication with customers to understand their concerns, and providing resolution updates. The analyst will collaborate with departments such as sales, product development, and customer service to resolve issues and identify process improvements to prevent future problems. The position of CIR Analyst – Complaint Handling SIBG (ANZ) will be located at 3M Global Service Center, Philippines.

Main Responsibilities:

1. Primary task is to handle complaint cases from creation to closure and may eventually transition to end-to-end support for Complaint Handling and Credit & Collections processes.

2. End-to-End Customer Issue Resolution Management and analysis for all customers. This individual will handle Customer Complaints, Returns, Adjustments, Disputes, and inquiries either thru phone calls, emails, and other correspondence.

3. This position works independently to meet targets and objectives set by 3M management. Additionally, the position works with senior co-workers, supervisors and/or management for guidance on difficult or unusual situations of specific 3M ANZ customers.

4. Partners with customers and internal clients such as the Quality Teams to resolve customer complaints (product quality & service quality).

5. Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing

6. Knowledge and use of Salesforce & SAP systems in daily tasks. Maintain and remain current with all training and certifications.

7. Interprets policies and regulations, investigates problems, communicates with other departments, and provides research and resolve issues, identify and implement service solutions.

8. Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.

9. May provide training to new employees and other members of work groups, including CIR, and related processes and topics. Participates in department process improvement teams.

10. An individual employed in this position is expected to broaden their knowledge in Customer Issue Resolution (CIR) and strengthen skills in analysis, reporting, negotiating, and presenting. Strong interpersonal skills in working with diverse levels of business partners, team members and leadership are required to deliver on Customer Service Operations objectives.

11. Drives a high level of service to deliver tasks according to agreed Service Level Agreements.

12. Complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.

III.

Basic Qualifications:

1. Bachelor's degree or higher from preferable business, economics but other degrees are accepted.

2. 2-3 years customer service, finance/accounting, supply chain or sales experience.

3. Demonstrates strong interpersonal, communication, analytical, organizational skills.

4. Maintains a professional, positive, and tactful demeanor with clients and customers.

5. Problem solving requires the use of judgment, research, and analytic skills to determine possible solutions and make appropriate choices and decisions. 6. Ability to perform tasks through independent work and applying judgment, while collaborating in a Team Environment.

7. Able to work under pressure.

8. Able to work independently and with a team.

9. Knowledge in Microsoft Office systems.

10. Good command of the English Language (verbal and written).

IV.

Preferred Qualifications:

1. Minimum of 2-3 Years of related job experience to the role.

2. Experience with customer issue resolution processes and systems.

3. Advanced skills in Microsoft Office such as Word, Excel, PowerPoint, and Power BI Reporting.

4. Sales Force and SAP knowledge is a must.

5. Demonstrates strong initiative in process improvement activities and ability to influence change management activities.

6. Excellent English communication skills (verbal and written).

7. Willing to follow ANZ Time zone Shift Hours (5AM-2PM) and follow ANZ Holidays.

Work Set-up: On Site

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