29 days old

CIR Operations Representative

USA 3M Company
Monrovia, CA 91016
  • Job Code
    R01014326

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 its 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 93,000 other curious, creative 3Mers.

3Ms culture is driven by curious, spirited and collaborative people who are constantly asking What if? And the many talents of 3Mers around the globe have me incredibly excited about whats to come next. Kristen Ludgate, senior vice president of Human Resources at 3M

This position provides an opportunity to transition from other private, public, government or military environments to a 3M career.

The Impact Youll Make in this Role

The person hired for the position of Customer Issue Resolution (CIR) Operations Representative will focus on delivering high quality services in Dispute, Returns/Credits, and Credit & Collections Management and Resolution supporting one of 3Ms U.S. Business.

This person will 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 successful individual will need to deal well with ambiguity, while addressing multiple concurrent projects and timelines. This is a customer-facing position, interacting directly with external customers, Quality Teams, and partnering with internal 3M clients and cross-functional team members to drive results.

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.

This position works independently to meet targets and objectives set by 3M management. Additionally, the position works with senior co-workers, supervisors and/or management for guidance on difficult or unusual situations.

As a CIR Operations Representative, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

  • End-to-End CIR Management and analysis for customers in one of 3Ms Business Groups for the U.S. Customer Services Operations group. This individual will research and analyze customer specific disputes, returns, adjustments, delinquencies, and credit worthiness in order to identify root cause issues and implement preventative actions plans.
  • Partners with business group 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, fax, written, and personal face-to-face communication.
  • 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.
  • Reconciles other open items on customers accounts, including open credits and misapplied payments. Resolution includes research and appropriate document gathering to ensure 3M and customer records are in agreement and compliant with local regulations. May include occasional customer visits, with either a senior level team member in attendance or providing guidance.
  • Evaluates credit worthiness of current and new customers and establishes Maximum Justified Credit Limits within balance limits set by management based on analysis of Trade Reporting, internal 3M data, and other data available and as needed. Develops analytical and reporting skills to interpret all information prior to extending, increasing or denying credit availability. Develops knowledge of and offers clients and customers alternative methods for credit extension when applicable and available. Unusual situations are referred to a senior credit professional, credit risk analyst or management team.
  • Improves customer satisfaction by identifying trends, problems and barriers. Provides insight, makes recommendations for resolution and develops proactive solutions as part of the organizations continuous improvement culture.
  • Provides reports and handles non-routine and difficult inquiries across multiple functional areas (adjustments, credits/debits, post audit and returned goods administration, information technology, customer account management, supply chain, transportation, pricing and distribution centers)
  • Applies analytical skills for analysis and interpretation of trends or data generated by company reporting systems/applications/databases and through extensive use of Microsoft Excel, Power BI, PeopleSoft, SCPA, and other systems.
  • Adapts differing techniques and methods to develop solutions for a variety of complex CIR issues.
  • Leads projects, which are generally short-term, with specific results expected, and occasionally broadly-defined results. Ensures project objectives and deadlines are met.
  • 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 A+ / SAP systems, Maintain and remain current with all A+ / SAP training and certifications. Become an A+/SAP Dispute Management user.
  • 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 3Ms values and ethical standards.
  • 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 is looking for candidates who must have the following qualifications:

  • Bachelors degree or higher in business administration, finance, accounting, or economics (completed and verified prior to start) from an accredited institution
  • Two (2) combined years customer service, finance, supply chain or sales experience in a private, public, government or military environment

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

  • Bachelor's degree or higher from an accredited university in such fields as business administration, finance, accounting, or economics, or equivalent training and three (3) to six (6) years of related job experience
  • Training through experience is normally required to apply knowledge of credit & collections, dispute management and returns/credits principles, theory, and applications
  • Experience with customer service processes and systems, including A+, Customer Service Management System (CSMS), Corporate Order Management System (COMS), PeopleSoft (PSAR), Supply Chain Planning and Analysis (SCPA), Super User Network (SUN) and SAP
  • Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles
  • Visio Process and Flowchart Mapping experience
  • Advanced skills in Microsoft Office Suite, specifically Word, Excel, PowerPoint and Power BI Reporting
  • Demonstrate strong initiative with process improvement activities and ability to influence change management activities
  • Excellent communication (verbal and written) and coaching skills
  • Experience leading Lean Sigma Green Belt projects, cross-functional teams, or equivalent

Travel: May include up to 10% domestic

Relocation Assistance: authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

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.

Resources for You

For more details on what happens before, during and after the interview process, check out the Insights for Candidates page at 3M.com/careers.

Learn more about 3Ms creative solutions to the worlds problems at www.3M.com or on Twitter @3M.

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

3M is an equal opportunity employer. 3M will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

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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Posted: 2020-07-09 Expires: 2020-08-07
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CIR Operations Representative

USA 3M Company
Monrovia, CA 91016

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