EMEA Ortho Customer Issue Resolution Representative (m/f/x)*

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
As the Customer Issue Resolution Representative (m/f/x)*, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• End-to-End CIR Management – handling customer issues related to billing, collections and complaint management  - this includes disputes, returns, adjustments and collection activities to secure timely payment and short cycle time for customer complaints

• Partner with customers and internal clients such as the quality teams to resolve delinquent and disputed accounts. Working independently, performs vigorous collection activity on past due accounts within generally defined credit policies and procedures through extensive telephone, email communication

• Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing

• Knowledge and use of A+ / SAP & Salesforce systems. Maintain and remain current with all SAP training and certifications

• Interprets policies and regulations, investigates problems, and communicates with other departments and providers to research and resolve issues, identify and implement service solutions

• May provide training to new employees and other members of work groups, including customer service, on credit systems and topics. Participates on department process improvement teams

• May develop into CIR superuser and provide training to new employees and other members of work groups. May develop and lead improvement projects within the team. Participates on department process improvement teams

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

• Knowledge of English and any of the below languages :
  + Spanish/Italian
  + German / Dutch
  + Norwegian/Swedish
  + Portuguese

• Strong customer facing skills, Maintains a professional, positive, and tactful demeanour with clients and customers

• Bachelor degree or higher from preferable business, economics but other degrees are accepted

• Experience in customer service, finance, supply chain or sales

In addition to the above requirements, the following are also required:

• Ability to build customer knowledge End-to-End with all open issues within the CIR responsibility and proactive interact to secure timely payment and fast resolution on complaint management.

• Experience with customer service processes and systems – A+/ SAP and Sales Force.

• Handles a variety of inquiries and develops solutions for moderately complex issues. Strongly deliver and follow Team KPI targets in timely and efficient manner

Work location: Diegem (Belgium)

• Hybrid

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. 

Diversity & Inclusion

(*) We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, civil status, disability, family status, or membership of the travelling community.