Customer Data Analyst

**Job Description**:
The following position aims to assist in projects in the Americas region in the Customer Data Management process.

Handles inquiries of moderate scope and complexity within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics.

Duties and responsibilities:

- Work on the validation activities of requirements and registration criteria of 3M Customers whether direct or indirect.
- Responsible for creating, editing attributes and inactivating direct customers in Legacy systems.
- Act as a point of contact, training and support to the sellers of different 3M businesses, in the creation and maintenance of the 3M Client, ensuring the expected quality.
- Participate in Maturity CDM projects with other 3M cross-functional teams, both in Latin America and USA, contributing to: hierarchy management, validation, type, classification, priority and segmentation-3M C&C Customer Taxonomy, with the aim of preparing the future implementation of the SAP project in LATAM integrated with Salesforce.
- Responsible in LATAM for the communication of KPIs with the leaders of Customer Operations, these performance indicators are part of the customer management process in their creation as the rationalization / cleaning for inactivity in orders and sales.
- Responsible for the administration and follow-up of cases originating in CDM BSO Cases in SFDC.
- Work on data cleaning and conditioning processes for several projects in different regions of Latin America.

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Qualifications:
Education and experience:

- At least 2+ years of university experience.
- Min. 3-5 years of equivalent work experience in the customer service area
- Beneficial will be an experience working with specific process system or specific methodology depending on process: (AS400, Advance Excel, Power BI, Sales Force)
- Proficiency in English (speaking and writing).

Preferred Qualifications:

- Knowledge in Portuguese is a plus.

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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Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.

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