Customer Service Representative

Bracknell Source: WhatJobs

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Direct message the job poster from Innova Solutions

Job title: Customer Issue Resolution Representative

Goal of the position:

The 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 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 reports 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 and 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:

Strong customer-facing skills, maintains a professional, positive, and tactful demeanor with clients and customers.
Bachelor's degree or higher in business, economics, or other accepted fields.
Ability to build customer knowledge End-to-End with all open issues within the CIR responsibility and proactively 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 delivers and follows 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 and Salesforce.
Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles.
Disciplined, organized, and resilient.
Capable of respecting deadlines, maintaining data accuracy, and following designed process descriptions in SAP and Salesforce on daily work tasks.
English language capabilities; additional languages are a plus.