AR Complaints & Returns Resolution Representative

at  3M

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:
Collaborate with Innovative 3Mers Around the World
Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a diversity of people, global locations, technologies and products, 3M is a place where you can collaborate with 96,000 other curious, creative 3Mers.
The Impact You’ll Make in this Role
As an AR Complaints & Returns Resolution Representative you will play a key role understanding business processes and procedures, turning data into useful and actionable information that resolves customer issues in a timely manner.

Primary responsibilities include but are not limited to:

• Partners with internal areas to resolve delinquent and disputed accounts. Working independently, collecting, analyzing and resolving complaint and dispute interactions, while following policies and procedures through extensive telephone, email, fax, written communication.
• Complete intake of relevant information for customer complaints, disputes and product returns by collaborating with key CIR team members and other internal areas
• Conduct in-depth analysis in order to effectively communicate detailed feedback, disposition and resolution to key CIR stakeholders
• Working with transportation teams to resolve in the moment and potential issues regarding returns and lost/damaged shipments.
• Process, transact and document large amounts of data in various systems (Salesforce/SAP)
• 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.
• Improves customer satisfaction by identifying trends, problems, and barriers. Provides insight, makes recommendations for resolution and develops proactive solutions as part of the organization’s continuous improvement culture.
• 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.
• May interact with external customers to ensure processing of CIR issues are resolved
• Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing.
• Knowledge and use of Salesforce and SAP systems, maintain, and remain current with all Salesforce and SAP 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.
• May provide training to new employees and other members of work groups, including customer service, on credit systems and topics. May develop and lead cross-functional business teams and may act as project liaison. Participates on department process improvement teams.

Your Skills and Expertise

To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:

• Bachelor’s degree or higher (completed and verified prior to start) from an accredited institution.
• One (1) year of combined experience in accounts receivable, accounts payable, finance, customer service experience and/or a direct experience in a 3M Customer Services role in a private, public, government environment
• English level proficiency level B2+

Additional qualifications that could help you succeed even further in this role include:

• Dispute Management within the Accounts Receivable field
• Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles
• Advanced skills in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Power BI Reporting
• Direct experience in B2B Collections
• Demonstrate strong organizational and soft skills
• Demonstrate strong initiative with process improvement activities and ability to influence change management activities
• Experience leading/participating in Lean Sigma projects, cross-functional teams, or equivalent.
• Maintains a professional, positive, and tactful demeanor with clients and customers.
• Demonstrates the following competencies: adaptability, assertiveness, initiative, accountability, teamwork and continuous improvement mindset
• Problem solving requires the use of judgment, research and analytic skills to determine possible solutions and make appropriate choices.
• Ability to perform unstructured tasks through independent work and applying judgment, while collaborating in a Team Environment.

Supporting Your Well-being
3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.
Chat with Max
For assistance with searching through our current job openings or for more information about all things 3M, visit Max, our virtual recruiting assistant on 3M.com/careers.
Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter @3M.
3M es un empleador que ofrece las mismas oportunidades. 3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.
Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.
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.

Primary responsibilities include but are not limited to:

• Partners with internal areas to resolve delinquent and disputed accounts. Working independently, collecting, analyzing and resolving complaint and dispute interactions, while following policies and procedures through extensive telephone, email, fax, written communication.
• Complete intake of relevant information for customer complaints, disputes and product returns by collaborating with key CIR team members and other internal areas
• Conduct in-depth analysis in order to effectively communicate detailed feedback, disposition and resolution to key CIR stakeholders
• Working with transportation teams to resolve in the moment and potential issues regarding returns and lost/damaged shipments.
• Process, transact and document large amounts of data in various systems (Salesforce/SAP)
• 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.
• Improves customer satisfaction by identifying trends, problems, and barriers. Provides insight, makes recommendations for resolution and develops proactive solutions as part of the organization’s continuous improvement culture.
• 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.
• May interact with external customers to ensure processing of CIR issues are resolved
• Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing.
• Knowledge and use of Salesforce and SAP systems, maintain, and remain current with all Salesforce and SAP 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.
• May provide training to new employees and other members of work groups, including customer service, on credit systems and topics. May develop and lead cross-functional business teams and may act as project liaison. Participates on department process improvement teams

To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:

• Bachelor’s degree or higher (completed and verified prior to start) from an accredited institution.
• One (1) year of combined experience in accounts receivable, accounts payable, finance, customer service experience and/or a direct experience in a 3M Customer Services role in a private, public, government environment
• English level proficiency level B2

Additional qualifications that could help you succeed even further in this role include:

• Dispute Management within the Accounts Receivable field
• Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles
• Advanced skills in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Power BI Reporting
• Direct experience in B2B Collections
• Demonstrate strong organizational and soft skills
• Demonstrate strong initiative with process improvement activities and ability to influence change management activities
• Experience leading/participating in Lean Sigma projects, cross-functional teams, or equivalent.
• Maintains a professional, positive, and tactful demeanor with clients and customers.
• Demonstrates the following competencies: adaptability, assertiveness, initiative, accountability, teamwork and continuous improvement mindset
• Problem solving requires the use of judgment, research and analytic skills to determine possible solutions and make appropriate choices.
• Ability to perform unstructured tasks through independent work and applying judgment, while collaborating in a Team Environment