Job Information
3M CIR Analyst – Credit & Collections (Japanese Speaker) in Taguig, Philippines
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Job Description:
This is an individual contributor role. Handles inquiries of moderate scope and complexity. Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods. Most complex problem solving may require the use of increased judgment to handle some variations in conditions or operations, making decisions based on selecting from alternative courses of action using greater adaptation to circumstances when necessary. The work priorities are defined with the manager/supervisor. Uses customer service theories and practices to provide guidance and/or training, as well as leading for change, to support level co-workers within the same or job-related work group.
Following the GSC acceleration plan for CIR task in GSC PH, process will require a move from GSC RTR to GSC CIR to align with global standard process.
The position of CIR Analyst - Credit & Collections (Japan) will be located at 3M Global Service Center, Philippines.
Duties and responsibilities
Data preparation for Accounts Reconciliation, Dispute Report, Recon File Creation between 3M data and customer data for Dispute Management and Cash Application.
(1) Data preparation and checking for Credit Block Releasing
(2) Set-up output of Billing in SAP
(3) Manage list of invoices
(4) Knowledge and use of Excel – skills and knowledge on Pivot,
VLOOKUP
(5) High data validation skills are required for reconciling payment
details between Japanese clients (with a variety of formats from
customers) and 3M data.
Efficiently build credibility and trust with customers and businesses through timely and accurate Customer Service resolution processing.
Microsoft Office systems – maintain and remain current with all 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, and related processes and topics. Participates in 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.
Driving 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.
Follows a variety of clearly defined procedures under general guidance within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics, etc. Works independently, although the scope for discretion is limited and the output is reviewed periodically while in progress. The work priorities are defined with the manager/supervisor
Uses customer service theories and practices to provide guidance and/or training, as well as leading for change, to support level co-workers within the same or job-related work group.
Handles inquiries of moderate scope and complexity. Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods. Most complex problem solving may require the use of increased judgment to handle some variations in conditions or operations, making decisions based on selecting from alternative courses of action using greater adaptation to circumstances when necessary.
Decisions or actions may impact the operational effectiveness of work operations, schedules, or performance goals.
Work tasks typically encompass concepts within one discipline/practice within one department/location. Working tasks might include:
a. Handles varied customer transactions; including inbound calls, service
complaints, general product inquiries, customer order entry and servicing
customer accounts; communicate with other departments and providers
to research and resolve issues, identify and implement service solutions;
monitor progress using service measurement systems; identify areas to
improve communications and efficiency of operations through
continuous improvement efforts; work to enhance knowledge in key
service areas; creates basic reports and provides moderate analysis
b. Handles customer inquiries/complaints of moderate scope and
complexity such as product returns/exchanges, pricing issues, product
promotions, where to buy products, etc. and suggests improvements to
respective department(s)
c. Analyzes, recommends, and suggests alternative solutions to meet
customer needs and/or account specific needs.
d. Builds credibility and trust with 3M customers by providing value added
services such as recommendations for product applications, promotional
opportunities, order enhancement, related sales, etc.
e. Assists in reviewing specifications for 3M’s customer service methods
and procedures
f. Performs order management including shipping routings, order
consolidations, import/export, expedites, investigates customer billing
issues
g. Reviews purchase order requirements to ensure compliance with 3M
terms and conditions. Follows up with customer before accepting order if
non-compliant orders
h. Participates in customer meetings to identify areas of opportunity to
improve customer satisfaction, communication, and efficiency
i. May serve as a subject matter expert for ongoing business
transformation efforts for assigned area of responsibility
Primary contacts are typically external customers and internal business partners (such as, distribution, lab, quality, transportation, sales, marketing), and on a professional, supervisory, or co-worker level.
Interaction is focused on order management and/or answering routine questions directly related to the professional discipline, as well as exchanging factual information with an audience knowledgeable in the subject area.
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.
Basic Qualifications
Bachelor's degree or higher from preferable business, economics but other degrees are accepted.
Minimum of 1 year of customer service, finance, supply chain or sales experience.
Strong customer facing skills. Maintains a professional, positive, and tactful demeanor with clients and customers.
Knowledge of assigned area of responsibility and 3M structure, organization and business.
Demonstrate strong interpersonal, communication, analytical, organizational and short-term planning skills.
Develops and broadens negotiating and influencing skills.
Detail oriented.
Demonstrates the following competencies: adaptability, initiative, accountability, teamwork and continuous improvement mindset
Strongly deliver and follow Team KPI targets in a 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, Excel, and Microsoft Office systems.
Disciplined, organized, and resilient.
Preferred Qualifications
Japanese Language proficiency: Write/Read High (Chinese character, Hiragana), Mid-Level of speaking proficiency (JLPT N2 level).
Finance experience: Accounts Reconciliation, Dispute management.
Excel – creation of summarized data to utilize Pivot table, VLOOKUP, and related formula.
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