3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description:

Job summary:
The person hired for the position of Customer Issue Resolution (CIR) Operations Representative will focus on delivering high quality services in Dispute, Returns/Credits, and Credit & Collections Management and Resolution supporting 3M.
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  deal  well  with  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.
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 IBO/CF/OTC/CIR objectives. 
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.  

 

Primary Responsibilities include but are not limited to the following:
• End-to-End  CIR  Management  and  analysis  for  assigned  customers  in  the  3M  Business.  This individual will research and analyze customer specific disputes, returns, adjustments, delinquencies,  and  credit  worthiness  in  order  to  identify  root  cause  issues  and  implement preventative actions plans.
• Partners  with  assigned  customers  and  internal  clients  such  as  the  quality  teams  to  resolve delinquent and disputed accounts. Working independently, performs vigorous collection activity on past  due  accounts  within  generally  defined  credit  policies  and  procedures  through  extensive telephone, email, fax, written, and personal face-to-face communication.
• Informs  appropriate  credit  and  division  management  and  staff  of  credit  status  and  high-risk accounts,  making  recommendations  on  managing  credit  exposure  and  partnering  with  internal clients and external customers on carrying out plans. Uses appropriate security methods to reduce credit risk, such as Letters of Credit, Personal or Cross-Corporate Guarantees.

• Reconciles  other  open  items  on  customers’  accounts,  including  open  credits  and  unapplied payments.  Resolution  includes  research  and  appropriate  document  gathering  to  ensure  3M  and customer records are in agreement and compliant with local regulations. May include occasional customer visits, with either a senior level team member in attendance or providing guidance.
• Evaluates  credit  worthiness  of  current  and  new  customers  and  establishes  Maximum  Justified Credit  Limits  within  balance  limits  set  by  management  based  on  analysis  of  Trade  Reporting, internal 3M data, and other data available and as needed. Develops analytical and reporting skills
to  interpret  all  information  prior  to  extending,  increasing  or  denying  credit  availability.  Develops knowledge  of  and  offers  clients  and  customers  alternative  methods  for  credit  extension  when applicable and available. Unusual situations are referred to a senior credit professional, credit risk analyst or management team.
• Provides  reports  and  handles  non-routine  and  difficult  inquiries  across  multiple  functional  areas (adjustments, credits/debits, post audit and returned goods administration, information technology, customer account management, supply chain, transportation, pricing and distribution centers)
• Applies  analytical  skills  for  analysis  and  interpretation  of  trends  or  data  generated  by  company reporting systems/applications/databases and through extensive use of Microsoft Excel, Power BI, Salesforce, and other systems.
• Adapts differing techniques and methods to develop solutions for a variety of complex CIR issues.
• Must be able to work and handle sensitive/confidential financial data.
• Efficiently  build  credibility  and  trust  with  customers  and  businesses  through  timely  and  accurate CIR resolution processing.
• Knowledge  and  use  of  SAP  systems,  Maintain  and  remain  current  with  all  SAP  training  and certifications. Become an SAP Dispute Management user.
• 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.

 

Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

3M Global Terms of Use and Privacy Statement

Carefully read these Terms of Use before using this website. Your access to and use of this website and application for a job at 3M are conditioned on your acceptance and compliance with these terms.

Please access the linked document by clicking here, select the country where you are applying for employment, and review. Before submitting your application, you will be asked to confirm your agreement with the terms.