Customer Issue Resolution Supervisor

3M Global Business Services

At 3M, we’re looking for an experienced Customer Issue Resolution Supervisor to lead operations supporting global B2B customers and business partners across international markets.

This role is for a leader who can connect day-to-day issue resolution to broader business impact. You’ll help strengthen performance across the Order-to-Cash journey, improve root-cause management, and partner across functions to resolve complex customer and business challenges at scale.

As a Customer Issue Resolution Supervisor, you’ll oversee issue resolution related to orders, pricing, billing, deliveries, returns, credits, disputes, escalations, and other Order-to-Cash processes.

You’ll work closely with Supply Chain, Logistics, Finance, Sales, Customer Operations, and other business teams to remove barriers, improve resolution speed, prevent recurring issues, and deliver a stronger customer experience.

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  Supervise End-to-End CIR teams, including 1:1s, workload prioritization, and feedback.

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  Manage team development, focusing on career growth and continued learning.

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  Facilitate customer meetings to reconcile issues, conflicts, and ensure timely payments.

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  Adapt techniques to solve complex problems and analyse team data for actionable directives.

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  Set priorities, assign tasks, provide performance feedback, and lead change initiatives.

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  Prepare and present regular reports on collections and dispute activities and performance

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  Lead projects, ensuring alignment with business strategies and meeting objectives and deadlines.

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  Participate in corporate programs, comply with standards and policies, and uphold 3M’s values and ethics.

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  Has a considerable impact on the functional work group/team, providing coaching and leadership.

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  Train, mentor and evaluate the performance of the team

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  Develop and implement strategies to improve team performance and efficiency

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  Manage project timelines, resources, and deliverables to ensure successful outcomes

You may be a strong fit if you have:

• Bachelor's degree and Min 6 years' experience in finance, AR/collections or pricing

• Minimum 3 years' experience in leadership position

• Strong analytical, communication, and presentation skills with the ability to multi-task under time constraints.

• Ability to engage, influence, coach, develop others, and lead cross-functional teams.

• You challenge the status quo and walk the talk with clarity, accountability, and consistency.

• You foster collaboration and a respectful workplace where teams solve problems across functions.

• You develop and harness talent while building teams that deliver strong results.

At 3M, science is at the heart of how we help solve real-world challenges. As a leading material science company, 3M creates solutions across personal safety, transportation, automotive, electronics, energy, manufacturing, consumer goods, and more.

You will be part of a team that values respect, collaboration, learning, recognition, and meaningful work.

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