Customer Issue Resolution Analyst

Job Description:

Solventum is Hiring: Customer Issue Resolution Analyst

The Customer Issue Resolution (CIR) Analyst supports the end-to-end management of assigned customer accounts in United States and Canada (USAC). This role is instrumental in resolving payment issues, addressing complaints, managing delinquencies, and enhancing the overall customer experience through effective analysis, first-class communication, and cross-functional collaboration.
This individual serves as both a problem solver and relationship builder—driving results by identifying root causes of payment issues, implementing resolution strategies, and working closely with internal and external partners. With a dual focus on data and customer care, this role helps ensure accurate, timely collections while advancing customer experience.

Handles inquiries of moderate scope and complexity within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics.

Key Responsibilities:

• Lead end-to-end CIR oversight for a portfolio of customers.
• Conduct thorough root cause analysis on delinquencies, disputes, and implement preventative actions to minimize recurrence.
• Drive AR improvements and meet or exceed expected collection and resolution targets.
• Review customer accounts for overdue balances, partial payments, and unresolved credits.

• Serve as the primary point of contact for assigned customers, with a focus on delivering first-class customer service and cash flow results.
• Communicate professionally and effectively through phone, email, and virtual meetings.
• Collaborate with customers, sales teams, and internal departments to resolve outstanding AR and disputed items.
• Manage and resolve escalated concerns promptly and proactively.

• Execute compliant, persistent collection efforts aligned with Solventum's credit policies.
• Investigate and resolve disputes impacting AR, ensuring appropriate documentation is collected and maintained.
• Recommend actions on doubtful accounts, including potential credit holds or write-offs as needed.

• Analyze payment trends and customer behaviors using tools such as SAP, Excel, and Power BI.
• Maintain comprehensive records of CIR cases, customer interactions, and resolutions.
• Identify and recommend process improvements to reduce AR, enhance accuracy, and improve overall customer experience.
• Drive improvements through cross-functional collaboration with internal partners across finance, sales, customer service, and logistics.

Basic Qualifications:

• Bachelor's degree or higher
• Minimum two (2+) years of combined experience in Finance, Accounting, customer service, accounts receivable, accounts payable, or direct experience in a customer service role in a private, public, government or military environment
• Fluent in written and spoken English communication C1

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

• Direct experience in B2B Collections
• Dispute Management within the Accounts Receivable field
• Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles
• Advanced skills in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Power BI Reporting
• Demonstrate organizational and soft skills
• Demonstrate initiative with process improvement activities and ability to influence change management activities
• Experience leading/participating in Lean Sigma projects, cross-functional teams, or equivalent.

Work location:

Hybrid Eligible (Heredia, Belén)

Relocation Assistance: Not authorized

Supporting Your Well-being

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

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