3M Customer Services Operations Manager (Woodbury, MN) in Woodbury, Minnesota

At 3M, we apply science in collaborative ways to improve lives daily. With $30 billion in sales, our 90,000 employees connect with customers all around the world.

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas.

Here, you can apply your talent in bold ways that matter.

Job Description:

3M is seeking a Customer Services Operations Manager for the Business Services Organization Division located in Woodbury, MN. At 3M, you can apply your talent in bold ways that matter. Here, you go.

Job Summary:

This posting is for Customer Service Operations Manager within the Customer Services BSO Pillar. Consults with leadership team to set and execute short-term strategic direction and operating plans for assigned area of responsibility and defines guidelines/methods. Decisions are typically limited by business or functional area objectives/guidelines.

Primary Responsibilities include but are not limited to the following:

  • Partners with sales and marketing to develop strategic promotional free goods and sample programs

  • Initiates and approves projects to continuously improve efficiency and competitiveness.

  • Utilizes resources across work areas and departments to create solutions. Most complex problem solving may require in-depth interpretation and analysis for significantly different situations

  • Has responsibility for establishing and enforcing multiple concepts relative to the function. Working tasks might include:

  • Implements customer service plans for assigned area(s)

  • Coaches and explains customer service data and methodologies to functional leaders and customers, in order to ensure their understanding and buy-in

  • Responsible for metrics and follow-up on customer satisfaction services.

  • Challenges existing processes to ensure service and cost goals are met and/or exceeded

  • Manages and coordinates a small to medium sized call center

  • Responsible for collaboration and cross-functional coordination of functional impacts or decisions relative to area of responsibility

  • Provides input and leadership into organizational design and refinements of owned processes for greatest efficiency and effectiveness

  • Assisting global platform with BT readiness

  • Providing metrics and reports to maximize utility of SFDC

Basic Qualifications:

  • Bachelor's degree or higher from an accredited university

  • Minimum of five (5) combined years of experience with Customer Service, Business Services and/or Business Operations Management

Preferred Qualifications:

  • Experience in supporting Sales and Marketing promotional free goods and sample programs

  • Ability to synthesize complex and interconnected data

  • Experience or training in financial management and global financial standards

  • Experience in Lean Six Sigma methodologies

  • Fundamental understanding and use of Salesforce (or similar CRM too)

  • Experience in prioritization of business opportunities

  • Proficiency in project planning, excel, presentation programs

Location: Woodbury, MN

Travel: May include up to 5%

Relocation: Is not authorized

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

Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter @3M or @3MNewsroom.

3M is an equal opportunity employer. 3M will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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