Customer Issue Resolution Analyst
Solventum
full-time
Posted on:
Location Type: Remote
Location: Minnesota • United States
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Salary
💰 $78,200 - $101,200 per year
About the role
- Lead end-to-end CIR management for a portfolio of accounts with complex billing, reconciliation, or systemic issues.
- Optimize AR performance through focused, data-driven initiatives that meet or exceed operational and financial targets.
- Own the resolution of escalated, high-complexity cases, partnering with customers and internal teams to deliver timely solutions.
- Drive proactive root cause analysis and implement sustainable improvements to prevent recurring issues.
- Act as a super user within CIR and mentor team members.
- Serve as an escalation point for peers in managing particularly complex cases or customer interactions.
- Deliver first-class customer service through professional, empathetic communication across phone, email, and virtual meetings.
- Build strong relationships with customer contacts, understanding unique account needs and customizing approaches accordingly.
- Partner with cross-functional teams—including Sales, Customer Service, and Credit Risk—to resolve root causes and drive continuous improvement.
- Lead or contribute to cross-departmental projects aimed at reducing AR aging, resolving systemic pain points, and improving customer satisfaction.
- Collaborate with internal stakeholders to design and implement scalable solutions for ongoing account challenges.
- Utilize advanced reporting tools (SAP, Salesforce, Excel, Power BI) to analyze customer payment trends and identify risks and opportunities.
- Document all case activity, resolution steps, and learnings with precision and clarity.
- Monitor performance against KPIs and recommend strategies for ongoing performance improvement.
Requirements
- Bachelor's degree or higher AND minimum two 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
- OR High School Diploma/GED AND minimum seven 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
- Direct experience in managing key accounts
- 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.
Benefits
- Medical, Dental & Vision
- Health Savings Accounts
- Health Care & Dependent Care Flexible Spending Accounts
- Disability Benefits
- Life Insurance
- Voluntary Benefits
- Paid Absences
- Retirement Benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
accounts receivableaccounts payabledispute managementfinancial statements analysisnegotiationcredit principlesfinancial counsel principlesprocess improvementLean Sigmadata analysis
Soft skills
customer servicecommunicationrelationship buildingorganizational skillsinitiativeinfluencementoringproblem-solvingcollaborationempathy
Certifications
Bachelor's degreeHigh School Diploma/GED