What are the responsibilities and job description for the Analyst - Customer Issue Resolution position at IND 3M India Limited?
Job Description:
Job Summary:
- Primary contacts are external and excellent interpersonal skills are essential.
- Demonstrate ability to influence customers and turn issues into positive interactions.
- Working knowledge of Customer Issue Resolution and/or Credit & Collections theories and practices.
- Complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.
- Drives collection mindset and defines strategies to optimise Collection time and interactions.
- Interacting with customers, Corporate Quality, Businesses, process streams in the region and COE as appropriate.
- Ensures timely release of credit blocked orders, partners with COE to share customer knowledge and highlight risks
- Account reconciliation, Balance confirmation, Dunning letters submission.
- Modern Trade, Ecom accounts handling experience is needed
Roles & Responsibilities:
- Payment Requests for held Credit Blocked Orders
- Perform Collections
- Remittance requests & Customer facing Cash Application support
- Payment collection processing post invoice
- Customer Relationship Owner
- Intake, Feedback & Escalation point for Post Invoice Customer Queries
- 3M Complaint Case owner on behalf of customer
- Triage & Assign Complaints
- Liaison for Customer ReturnsReview & Release Credit Blocked Orders
- Act as Resolution Owner for Complaints
- Status Reporting & Monitoring
- Trend Analysis
- Engagement with Business and Process Partners
Minimum Qualifications & Skills Needed:
- Graduation in Commerce & Masters in Commerce or MBA would be the added advantage
- Skillset needed :
- Bachelor degree or higher
- Fluent in written and spoken English
- Another relevant language is a plus
- Improvement mind-set, can-do attitude
- Well organised, Team player
- Strong process skills
- 5 years experience in either Customer Service, Customer Issue Resolution or Accounts Receivable processes
- Good customer facing skills
- Good negotiating skills
- Results and KPI driven
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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