Customer Issue Resolution Analyst

SOLVENTUM

12d•Remote

About The Position

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue. The plays a critical role in managing and optimizing the financial health of customers within Solventum’s USAC Commercial Operations. This high-impact role focuses on resolving complex payment issues, identifying systemic challenges, and leading initiatives to improve Accounts Receivable (AR) performance through strategic, customer-centric solutions. Serving as both a super user and a trusted liaison across functions, the CIR Analyst leads efforts in root cause analysis, cross-functional problem-solving, and process optimization. This individual also acts as a mentor and escalation point within the team, bringing expertise and leadership to complex reconciling items, systemic issues, and high-touch customer engagements. As a CIR Analyst Handles multiple inquiries and develops solutions for moderately complex issues within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics. Independently handles accounts with broader complexity and internal breadth. Demonstrates greater knowledge of systems/processes. Participates in and may lead project teams. Works under limited supervision.

Requirements

Bachelor's degree or higher AND minimum three (2) 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 (7+) years of combined experience in Finance, Account, customer service, accounts receivable, accounts payable, or a direct experience in a customer service role in a private, public, government or military environment
Bachelor's degree or higher AND minimum three (2) 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 (7+) years of combined experience in Finance, Account, customer service, accounts receivable, accounts payable, or a direct experience in a customer service role in a private, public, government or military environment AND
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B 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.

Nice To Haves

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.

Responsibilities

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.