Customer Issue Resolution Analyst, Allocated Japanese Speaker

1. Follows clearly defined procedures with general guidance.

2. Handles standard to moderately complex inquiries in Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, and Customer Service Analytics.

3. Entry-level to early-career role working under general supervision.

4. Uses basic analytical skills; decisions mainly affect individual accuracy and day-to-day operational execution.

5. Focused on one discipline or practice within one department or location.

1. Works independently with limited discretion; output reviewed periodically.

2. Work priorities are largely defined by supervisor.

3. Procedures and tools are clearly defined.

4. Aligns with 3M Performance Culture expectations.

1. Able to provide guidance or training to peers within the same job level.

2. Supports change at the team level.

1. Handles standard to moderately complex inquiries using basic analytical skills.

2. Uses judgment for normal variations and selects from existing approaches.

3. Conducts short-term planning related to forecasting and business partner support.

1.Performs billing, dunning, and collection tasks handling using Salesforce case and SAP

2.Handling customer phone inquiries 

3.Handling email correspondence

4.Communicates proactively with internal teams and customers regarding the issues.

5.Collaborates with stakeholders to ensure Credit & Collection and resolve queries.

6.Reconciliation work 

7.Builds relationships with assigned customers.

8.In the event of any deficiencies in the application content, perform an escalation.

9.Meets KPIs and SLAs and participates in company initiatives.

10.Follows up on delays and coordinates tasks to meet SLAs.

11.Creates simple reports or analytics.

12.Participates in continuous improvement and basic Lean projects.

13.Have a follow-up meeting with the Japan team once a week.

14.Prepare summary reports for internal stakeholders.

15.Performs administrative tasks as needed.

16.Analyzes and recommends alternatives to meet customer or account needs.

17.Applies customer service, issue resolution, and problem-solving skills.

18.Handling Summary invoice issuance, Master data maintenance

19. Handling Credit block releace

20. Special customer handling

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