Customer Issue Resolution Analyst

Thank you for your interest in joining Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding. Please note that all listed roles are Solventum positions, and our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ applies to any personal information you submit. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

Customer Issue Resolution Analyst (Solventum)

3M Health Care is now Solventum

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.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

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.

Key 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.

Your Skills and Expertise

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

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

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

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

• 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.

Work location: Remote-United States

Travel: May include up to 10% [domestic/international]

Relocation Assistance: NA

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

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.

Applicable to US Applicants Only:The expected compensation range for this position is $78,200 - $101,200, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.). Additional information is available at: https://www.solventum.com/en-us/home/our-company/careers/#Total-Rewards

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note, Solventum does not expect candidates in this position to perform work in the unincorporated areas of Los Angeles County.

Solventum is an equal opportunity employer.  Solventum  will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran 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.

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