Customer Service Representative

Job title: / Customer Issue Resolution Representative

Goal of the position:

Customer Issue Resolution (CIR) Representative is mainly responsible for delivering high quality services in Dispute, Returns/Credits, and Credit & Collections Management and Resolution.

This is a customer-facing position, interacting directly with external customers, Quality Teams, and partnering with internal Solventum clients and cross-functional team members to drive results. It is the needed to 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 main objective in this role is to secure efficient AR collection for Solventum and ensure fast cycle time on Customer Complaint management activities. This position works independently to meet targets and objectives set by Solventum management. Additionally, the position works with senior co-workers, supervisors and/or management for guidance on difficult or unusual situations.

The Customer Issue Resolution Representative report into the Regional Customer Issue Resolution Manager

Duties and responsibilities:

• End-to-End CIR Management – handling customer issues related to billing, collections and complaint management – this includes disputes, returns, adjustments and collection activities to secure timely payment and short cycle time for customer complaints.

• Partners with 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 communication.

• 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 & Salesforce systems. Maintain and remain current with all 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.

• 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 Solventum’s values and ethical standards.

• May provide training to new employees and other members of work groups, including customer service, on credit systems and topics. Participates on department process improvement teams.

• 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 Customer Service Operations/MSO objectives.

• May develop into CIR superuser and provide training to new employees and other members of work groups. May develop and lead improvement projects within the team. Participates on department process improvement teams.

Qualifications

Education, experience, knowledge and skills:

• Strong customer facing skills, Maintains a professional, positive, and tactful demeanor with clients and customers.

• Bachelor degrees or higher from preferable business, economics but other degrees are accepted

• Ability to build customer knowledge End-to-End with all open issues within the CIR responsibility and proactive interact to secure timely payment and fast resolution on complaint management.

• Minimum two combined years of customer service, finance, supply chain or sales experience.

• Knowledge of assigned area of responsibility and Solventum structure, organization and business.

• Demonstration of strong interpersonal, communication, analytical, organizational and short-term planning skills.

• Develops and broadens negotiating and influencing skills.

• Demonstrates the following competencies: adaptability, initiative, accountability, teamwork and continuous improvement mindset

• Handles a variety of inquiries and develops solutions for moderately complex issues. Strongly deliver and follow Team KPI targets in timely and efficient manner

• Problem solving requires the use of judgment, research and analytic skills to determine possible solutions and make appropriate choices.

• Experience with customer service processes and systems – SAP and Sales Force.

• Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles.

• Disciplined, organized and resilient

• Capable to respect deadlines, maintain data accuracy and follow designed process descriptions in SAP and Salesforce on daily work tasks.

• English language capabilities and additional language a plus