CRM Operations Sr. Specialist

Job Description:

CRM Operations Sr. Specialist, Saint Paul, MN

Collaborate with Innovative 3Mers Around the World

Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a wide variety of people, global locations, technologies and products, 3M is a place where you can collaborate with other curious, creative 3Mers.

This position provides an opportunity to transition from other private, public, government or military experience to a 3M career.

The Impact You’ll Make in this Role

As a CRM Operations Sr. Specialist, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative people around the world. Here, you will make an impact by:

Responsibilities include but are not limited to:

• Demonstrating CRM Expertise. Acting as the subject matter expert in CRM, providing guidance and insights to enhance business operations, including translating these into technical and process specifications for IT. Monitoring CRM work queues for new requests. Reporting, reviewing, and interpreting key Tier 1 KPIs.
• Delivering exceptional service to stakeholders, ensuring their needs are met promptly and effectively by showcasing strong business acumen. Managing end-to-end team processes, including follow-up and escalation to meet SLAs.
• Collaborating with cross-functional teams to prioritize tasks and achieve business objectives. Coordinating and supporting team strategy and transitions in cooperation with the team leader.
• Leading projects and teams to drive CRM initiatives and improvements. Participating and leading global CRM related projects. Managing CRM requests, including system enhancements and design, building reports/dashboards.
• Analyzing negative trends or delays in processes to identify root causes, enabling proactive improvement opportunities, and influencing strategy. Identifying opportunities to improve data quality and reduce task cycle time; recommend process improvements.

Your Skills and Expertise 

To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:

• Bachelor’s degree or higher (completed and verified prior to start)
• Five (5) years of experience as a CRM Administrator in a private, public, government or military environment
• Five (5) years of experience working within Salesforce, SAP and Jira
• Salesforce Certified Platform Administrator Accredited certificate

Additional qualifications that could help you succeed even further in this role include:

• Proficiency in English (speaking and writing)
• 3M Experience as a CRM Administrator
• 3M Salesforce, SAP, bCom, Jira experience
• Excellent coaching and presentation skills
• Experience in international project management (team member)
• Intermediate knowledge of Microsoft Excel
• Works well in a team and is committed to achieving team goals 
• Ability to be proactive and have a forward-thinking attitude 
• Analytical and meticulous approach to tasks
• Detail oriented and enjoys working with operational processes
• Ability to proactively contribute to international projects
• Committed to process improvement
• Ability to prioritize tasks
• Ability to solve problems and communicate clearly
• Able to cope with complexity and uncertainty
• Collaborative Team player with team leader skill set
• 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 minimal supervision
• Ability to lead a team as an informal / subject matter expert
• Strong project management and leadership skills
• High practical knowledge with leading the projects as a Project Leader with successful completion

Work location:

• Maplewood, MN
• This role follows an on-site working model, requiring the employee to work at least four days a week at the 3M Center in Maplewood, MN.

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

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