Customer Issue Resolution Analyst - Credit and Collections (ANZ)

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Job Description:

Handles inquiries of moderate scope and complexity within customer service areas, such as Account Management, Upselling, 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 – Credit & Collections (ANZ) will be located at 3M Global Service Center, Philippines.

Duties and responsibilities

• The position of CIR Analyst – Credit & Collections (ANZ) will be located at 3M Global Service Center, Philippines.
• End-to-End Credit and Collections process.
• Business Intelligence Reporting.
• Processing of Credit Card transactions using company system.
• Releasing orders on Credit Hold.
• Various administrative duties.
• This person will have a comprehensive understanding of business processes, procedures, and information, turning data into useful and actionable information that resolves customer issues in a timely manner.  The successful individual will need to be capable of handling ambiguity, while addressing multiple concurrent projects and timelines. This is a customer-facing position, interacting directly with External Customers, Quality Teams, and partnering with internal 3M clients and cross-functional team members to drive results.
• 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 Singapore customers.
• Partners with customers and internal clients such as the Quality Teams to resolve customer complaints (product quality & service quality) or other teams.
• Efficiently build credibility and trust with customers and businesses through timely and accurate CIR Credit & Collections processing.
• Interprets policies and regulations, investigates problems, communicates with other departments, and provides 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 CIR, and related processes and topics. Participates in department process improvement teams.
• An individual employed in this position is expected to broaden their knowledge in CIR Credit & Collections 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.
• Drives 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 2-3 Years of related job experience.
• Great stakeholder management skills.
• The ability to learn new systems and processes.
• Sales Force experience.
• Ability to take ownership and make informed decisions.
• Able to work independently and with a team.
• Sound investigative skills, with great attention to detail.
• Ability to perform tasks through independent work and applying judgment, while collaborating in a Team Environment.
• Problem solving requires the use of judgment, research, and analytic skills to determine possible solutions and make appropriate choices and decisions.
• Demonstrates strong interpersonal, communication, analytical, organizational skills.
• Maintains a professional, positive, and tactful demeanor with clients and customers.
• Able to work under pressure.
• Knowledge in Microsoft Office systems.
• Good command of the English Language.

Preferred Qualifications

• 2-3 Years + experience in Accounts Receivable / collections role.  
• Experience: ​

Working for FMCG company would be a plus.

With customer service processes and systems, including SAP & SFDC.

Experience and skills in Microsoft Office such as Word, Excel, PowerPoint, and

Power BI Reporting.

• Demonstrates strong initiative in process improvement activities and ability to influence change management activities.
• Excellent communication skills (speaking, listening and writing).

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