Crm Analyst

**Job Description**:
Goal of the position:
CRM Analyst (Customer Relationship Management) allow Businesses and CO-Customer Operations CRM tool users to manage business relationships, the data, and information associated with them.
CRM Analyst is the first point of contact for Business and CO users.
Service delivery provided by CRM Analyst contains processes including receive and manage all Americas Salesforce CRM Support Cases, either evaluating, processing and closing them in a 1st Tier Level, or routing to be supported by other CRM Tier Level teams, according to the pre-defined CRM teams responsibilities (2nd Level or Business Liaisons).
The CRM Analyst manages a variety of requests in Salesforce and integrated with SAP.
A person in this position will have high level of customer service, prioritization, and teamwork skills required.
Duties and responsibilities:
Responsible for monitoring respective CRM work queues for new requests (cases).
Issue resolution, respecting the cycle time, leveraging workload within a team to meet Service Level Agreements (SLA).
Managing all types of CRM Support cases to complete work and provide an answer to the requestor.
In the case of any CRM tools issues or error, communicate to other CRM levels to address and escalate properly by making use of adequate and recommended communication channels to CRM and TTS teams.
Administrating User database in Salesforce for Americas Area.
Activities provided by CRM Analyst are:

- Creating new users in CRM tools - User Set Up and approval request in SAP IDM to Supervisors
- Updating existing users
- User deactivation / reactivation

Managing Reports/dashboards, public groups and queues within Salesforce and sometimes other CRM tools.
Dealing with mass record changes within different objects including Account, Contact, Lead, Opportunity, MAPS-MDF, etc.
within Salesforce platform (able to handle and adjust data by using MS-Excel tool with a dedicated Salesforce tool, named "Dataloader" to load the final information).
Identify opportunities to improve CRM data quality and reduce task cycle time.
Other tasks from the CRM area commissioned by CRM team leader.
Act according to 3M regulation, compliance and policies.
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To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.
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Education and experience:

- At least 2+ years of university experience.
- Min.
3-5 years of equivalent work experience in the customer service area
- Very good practical knowledge of Microsoft Excel
- Must be Proficient in English and Spanish (speaking and writing).
- Beneficial will be an experience working with specific process system or specific methodology (depending on process: SAP, Salesforce, bCom, JIRA etc.)
Knowledge and skills:

- A person who works well in a team and is committed to achieving team goals.
- Ability to work in an environment that requires compliance with the rules and orders of the supervisor.
- Proactive attitude to the duties entrusted.
- Analytical and meticulous approach to the tasks entrusted.
- Detailed oriented and enjoys working with operational processes
- Committed to improve the current service state
- Ability to prioritize tasks and solve problems and communicate properly
- Ability to prioritize tasks of whole team
- Able to cope with complexity and uncertainty
- Collaborative Team player
- Demonstrated ability to continuously maintain and improve productivity and service
- Experience and comfort in working with multi-cultural stakeholders and environments
- Ability to develop and exercise task specific projects with mínimal supervision
- Strong project management skills
- High practical knowledge of Lean Six Sigma to lead projects as a Project Leader with successful completion
- Strong communication and presentation skills
- Strong customer service ethic for both, internal and external customers
- Nice to have accredited certificates related to CRM processes/tools supported

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