Solventum is hiring a Customer Issue Resolution Analyst

At Solventum, where people are at the heart of every innovation, we are hiring a Customer Issue Resolution Analyst to play a critical role within our USAC Commercial Operations. This position manages and optimizes the financial health of customers by resolving complex payment issues, identifying systemic challenges, and leading initiatives to improve Accounts Receivable (AR) performance with strategic, customer-centric solutions.

What You'll Do

• Lead end-to-end Customer Issue Resolution (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, serving as an escalation point for peers.
• Deliver first-class customer service through professional, empathetic communication across phone, email, and virtual meetings, building strong customer relationships.
• 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.
• Utilize advanced reporting tools to analyze customer payment trends and identify risks and opportunities.
• Document all case activity, resolution steps, and learnings with precision and clarity, monitoring performance against KPIs.

What We're Looking For

• Bachelor's degree or higher AND a minimum of two years of combined experience in Finance, Accounting, customer service, accounts receivable, accounts payable, or direct customer service experience in a private, public, government, or military environment.
• OR High School Diploma/GED AND a minimum of seven years of the same combined experience.
• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Nice to Have

• Direct experience in managing key accounts and B2B Collections.
• Dispute Management within the Accounts Receivable field.
• Demonstrated skills in financial statement analysis, negotiation, and credit and financial counsel principles.
• Advanced skills in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Power BI Reporting.
• Strong organizational and soft skills.
• Demonstrated initiative with process improvement activities and ability to influence change management.
• Experience leading/participating in Lean Sigma projects or cross-functional teams.

Technical Stack

• SAP
• Salesforce
• Excel
• Power BI
• Microsoft Office Suite

Team & Environment

You will serve as a super user and trusted liaison across functions. The role acts as a mentor and escalation point within the team.

Benefits & Compensation

• Compensation: $78,200 - $101,200 (base pay plus variable incentive pay)
• Medical, Dental & Vision
• Health Savings Accounts and Flexible Spending Accounts
• Disability Benefits
• Life Insurance and Voluntary Benefits
• Paid Absences
• Retirement Benefits

Work Mode

This is a remote position open to candidates located within the United States.

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.