Customer Issue Resolution Analyst

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Job Description:

The position of Customer Issue Resolution (CIR) Analyst will be located at 3M Global Service Center, Philippines.

End-to-End CIR activities including Credit and Collections process and Complaints Management

Complaint Management

• Receive and log customer complaints through designated channels.

• Analyze complaint details to determine root cause and required actions.

• Coordinate with cross‑functional teams (e.g., quality, operations, customer service) to investigate and resolve issues.

• Communicate resolutions and status updates to customers professionally.

• Ensure all complaint records are complete, accurate, and handled according to company procedures.

• Identify trends or recurring issues and escalate when needed.

• Support continuous improvement initiatives related to customer experience and product/service quality.

• Prepare summary reports for internal stakeholders.

Credit and Collections

• Monitor customer accounts to identify overdue balances and initiate collection activities.

• Communicate with customers to resolve billing issues and negotiate payment arrangements.

• Coordinate with sales, finance, and customer service teams to address disputes or account discrepancies.

• Maintain accurate records of credit evaluations, collection efforts, and account status updates.

• Prepare aging reports and support month‑end accounts receivable processes.

• Recommend accounts for escalation, holds, or external collection actions when necessary.

• Support continuous improvement of credit and collection procedures.

• 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 customers.

• 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.

Job Qualifications

• A Bachelor level university/college degree is generally required.

• At least 2 years in a Customer Issue Resolutions/Billing/Credit and Collection role.

• Working knowledge of theories and practices, typically applied to one discipline within Customer Service (such as Account Management, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics).

• High Proficiency of the Thai language – Reading, Writing, Speaking, and Listening skills.

• Ability to communicate in spoken and written English.

• Demonstrated proficiency in coordinating tasks.

• Detail-Oriented and high level of comfortability with operational processes.

• Collaborative and a Team player.

• Analytical and a fast learner.

• Experience with a wide array of organizations, countries, and business or functional processes.

• Knowledge and use of Excel and Microsoft Office systems. Maintain and remain current with all training and certifications.

• Salesforce experience

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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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