CRM Admin Analyst

**Job Description**:
**Job Description**:
3M is seeking a CRM Admin Analyst (salesforce) LATAM Team region located in San Jose, Costa Rica.

Job Summary:
The CRM Admin is responsible for being the first line of help in the Support Operating Model and ensure service level in BSO Cases regarding to User Support and Provisional Account Creation in Salesforce. The CRM Admin works with users to troubleshoot day-to-day issues, reinforces business process through Salesforce, and addresses maintenance requests to related to user setup, data access, account creation and capability; identifies areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; and other duties as assigned. Fulfill KPIs targets related to all activities above.

Primary Responsibilities include but are not limited to the following:

- Provide day-to-day troubleshooting support and guidance to Salesforce users
- Serve as the Level 0 Support point of contact at the Country level and address support requests raised by users through Chatter
- Create ticket for unresolved issues through ITSM
- Stay current on release notes submitted by Salesforce (Summer, Winter, Spring)
- Manage administrative data needs (upload, delete, insert)
- Perform reassignments of accounts, contacts, opportunities, leads, and activities based on organizational changes
- Oversee new user setup request process and ensure correct access is provided
- Complete request and maintain tasks within defined Service Level Agreement
- Ensure required documentation has been submitted before requesting a new customer record
- Ensure the account wasn’t inactivated for business reasons before requesting a new customer record
- Ensure customer record is complete and accurate
- Prevent and manage duplicate Customer Master Data records
- Validate and follow the process in SAP for account creation

Qualifications & Experience
- Bachelor’s degree or higher (completed and verified prior to start) from an accredited institution
- Minimum of one (1) year of combined experience in customer service
- Fully Trilingual: English, Spanish, and Portuguese.
- Technical expertise in Salesforce
- Proficiency with MS Office
- Detail oriented/accurate and thorough
- Ability to analyze and problem solve
- SAP working knowledge is a plus

Supporting Your Well-being

3M offers many programs to help you live your best life - both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.

Imagine your future in 3M

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