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Job Description:

Handles inquiries of moderate scope and complexity within customer service areas, such as Account Management, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics.

Manages simple to moderately complex orders from customers from order entry to order fulfillment. Handles customer inquiries and concerns which typically require identifying solutions by selecting from alternative courses of action. Serves as a first level escalation resource for routine and basic non-routine issues brought up by others whether internal stakeholders or external customers. Assists in analyzing customer service reports and handles simple and moderately complex special requests related to order resolution. Handles inquiries of simple and moderate complexity within customer service areas, such as Account Management, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics.

The position of CIR Analyst will be located at 3M Global Service Center, Philippines.

Duties and responsibilities

• 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.
• Data preparation for Dispute Report, Recon File Creation between 3M data and customer data for Dispute Management and Cash Application.   (1) Data preparation and checking for Credit Block Releasing  (2) Set-up output of Billing in SAP.  (3) Manage list of invoices.
• Efficiently build credibility and trust with customers and businesses through timely and accurate Customer Service resolution processing.
• Knowledge and use of Excel and Microsoft Office systems. Maintain and remain current with all training and certifications.
• Interprets policies and regulations, investigates problems, and communicates with other departments and providers to research and resolve issues, identify and implement service solutions.
• 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.
• May provide training to new employees and other members of work groups, including customer service, and related processes and topics. Participates in department process improvement teams.
• An individual employed in this position is expected to broaden their knowledge of credit policies and principles 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.
• Driving a high level of service to deliver tasks according to agreed Service Level Agreements.
• Complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.

Qualifications

• Bachelor's degree or higher from preferable business, economics but other degrees are accepted.
• Minimum of 1 year of customer service, finance, supply chain or sales experience.
• Strong customer facing skills. Maintains a professional, positive, and tactful demeanor with clients and customers.
• Knowledge of assigned area of responsibility and 3M structure, organization and business.
• Demonstration of strong interpersonal, communication, analytical, organizational and short-term planning skills.
• Develops and broadens negotiating and influencing skills.
• Detail oriented.
• Demonstrates the following competencies: adaptability, initiative, accountability, teamwork and continuous improvement mindset
• Handles a variety of inquiries and develops solutions for moderately complex issues. Strongly deliver and follow Team KPI targets in timely and efficient manner
• Problem solving requires the use of judgment, research and analytic skills to determine possible solutions and make appropriate choices.
• Experience with customer service processes and systems – SAP, Excel, and Microsoft Office systems.
• Disciplined, organized and resilient.

Preferred Qualifications

• Experience with customer issue resolution processes and systems.

• Sales Force and SAP knowledge is a must.

• Finance experience: AR, Dispute management.

• MS Office: Excel for creating the summarized data to utilize Pivot table, VLOOKUP, and related formula.

• Excellent English communication skills (verbal and written).

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