Customer Issue Resolution Analyst

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Job Description:

General Purpose / Summary

1. Follows clearly defined procedures with general guidance.

2. Handles standard to moderately complex inquiries in Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, and Customer Service Analytics.

3. Entry-level to early-career role working under general supervision.

4. Uses basic analytical skills; decisions mainly affect individual accuracy and day-to-day operational execution.

5. Focused on one discipline or practice within one department or location.

Freedom to Act

1. Works independently with limited discretion; output reviewed periodically.

2. Work priorities are largely defined by supervisor.

3. Procedures and tools are clearly defined.

4. Aligns with 3M Performance Culture expectations.

People / Change Management

1. Able to provide guidance or training to peers within the same job level.

2. Supports change at the team level.

Analytical / Problem Solving

1. Handles standard to moderately complex inquiries using basic analytical skills.

2. Uses judgment for normal variations and selects from existing approaches.

3. Conducts short-term planning related to forecasting and business partner support.

Main Responsibilities

1.Performs billing, dunning, and collection tasks handling using Salesforce case and SAP

2.Handling customer phone inquiries 

3.Handling email correspondence

4.Communicates proactively with internal teams and customers regarding the issues.

5.Collaborates with stakeholders to ensure Credit & Collection and resolve queries.

6.Reconciliation work 

7.Builds relationships with assigned customers.

8.In the event of any deficiencies in the application content, perform an escalation.

9.Meets KPIs and SLAs and participates in company initiatives.

10.Follows up on delays and coordinates tasks to meet SLAs.

11.Creates simple reports or analytics.

12.Participates in continuous improvement and basic Lean projects.

13.Have a follow-up meeting with the Japan team once a week.

14.Prepare summary reports for internal stakeholders.

15.Performs administrative tasks as needed.

16.Analyzes and recommends alternatives to meet customer or account needs.

17.Applies customer service, issue resolution, and problem-solving skills.

18.Handling Summary invoice issuance, Master data maintenance

19. Handling Credit block releace

20. Special customer handling

Interaction

1. Interacts with external customers and internal partners such as sales, and marketing.

2. Exchanges routine factual information related to Credit&Collection and discipline-specific tasks

3. Participates in corporate programs and adheres to 3M policies and values.

Education / Experience

1. Bachelors degree.

2. Minimum 1 year of relevant experience in Customer Service, Finance, or IT in local companies.

Knowledge Requirements

1. Basic knowledge of customer service/Finance disciplines.

2. Learns products and processes with guidance.

3. Knowledge of SAP, Salesforce, portals, CRM tools, and MS Office such as Outlook, Excel, and Word.

4. Strong attention to detail, numerical accuracy, and communication skills.

5. Ability to adapt to new systems and processes.

6. Basic analytical and problem-solving skills.

7. Able to work independently with minimal supervision.

8. Knowledge in the English and Japanese languages (Reading, Writing, Speaking, and Listening) are required.

Preferred Qualifications

1. Experience in Customer Service, Finance, or Business Administration.

2. Skilled in SAP and Salesforce.

3. Accurate data entry and analytics skills.

4. Open to shift work when required.

5. Comfortable working other Asian time zones, shift hours, or supporting countries work calendars.

Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.

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.

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