3M U.S. Customer Services Operations Advanced Business Analyst (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.
The position of Operations Analyst focuses on delivering Business Analytics and Intelligence utilizing multiple reporting tools and advanced analysis across 3M Businesses for the U.S. Customer Service Operations (USCSO) group. Individual will lead projects and be responsible for the development and delivery of reporting solutions and functional designs. Individual will be responsible for development, testing, deployment, documentation, training, support and communication of reporting tools and analytics.
Individual will become expert in business process, business data and understand how to turn data into useful and actionable information, critical to the success of USCSO leadership and businesses. Persons in this role deal well with ambiguity while addressing multiple concurrent and often conflicting projects, deadlines and priorities. Strong interpersonal skills while working with business partners, team members and leadership are required to deliver these business-critical requirements. Projects will vary from individual to team activities.
Primary Responsibilities include but are not limited to the following:
Provides reporting and analytics support for Customer Services across all businesses, divisions and US subsidiaries. Also provides counsel and support to non-Customer Services organizations on reporting & analytics tools and processes as necessary based on business requirements, including, but not limited to Supply Chain, Sales, etc.
Provides reports and handles non-routine and difficult inquiries across multiple functional areas (credits and returned goods, information technology, customer account management, supply chain, transportation, pricing and distribution centers and plants). Adapts differing techniques and methods to develop solutions for a variety of complex issues
Applies analytical skills for interpretation of trends or data generated by company reporting systems, applications and databases through extensive use of Business Objects, Microsoft Access, Excel, Crystal Reports and other data/process automation tools. Is an expert in data modeling, owns the development of practical application for the businesses, while teaching and enabling other analysts with established and new technical capabilities
Continuously enhance, and refine toolsets, reports, dashboards and processes. Demonstrated ability to continuously improve productivity and service offerings
Perform correlation studies that determine what additional data sources can be leveraged to improve resource productivity, speed of delivery, data accuracy and process quality
Research, analyze, and identify key insights from the data and clearly articulate these “nuggets” in the form of actionable recommendations for business leadership. Forge past the data to take into consideration business trends and other influencers of the projects outcome
Develops solutions for multi-faceted, interrelated and complex problems requiring strong analytical skills and significant interpretation of data. Demonstrates ability to navigate complex data structures while applying efficient data mining techniques
Advanced experience with Business Objects, Microsoft Access, Excel, Crystal Reports and SQL while continually researching new and improved techniques and procedures. Expert with key GEDW universes.
Ability to solve through ambiguity. Highly responsive and driven individual in a demanding work environment
Clear, concise articulation of thoughts and information both in written and verbal presentations. Ability to tell a story through the data
Expert in customer service processes and systems, including, but not limited to Customer Service Management System (CSMS), Customer Feedback and Resolution (CFR) and Corporate Order Management System (COMS)
Bachelor's degree or higher from an accredited university OR Minimum of eight (8) years of Reporting and Analytics experience in lieu of the education requirement
Minimum of four (4) years of Business Objects experience
Minimum of two (2) years of Project Management or Leadership experience
Minimum of two (2) years of 3M Customer Service Representative (CSR) experience including CSMS and COMS
Advanced experience with one of more of the following tools: Business Objects, Microsoft Access, Excel, SQL
Knowledge of key GEDW universes.
Experience leading customer services process improvement projects
Ability to lead cross functional teams
Location: Woodbury, MN
Travel: May include up to 10%
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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At 3M, we produce a mind-bending 55,000 products. Our technology expertise started over 100 years ago with ceramics, turning minerals into sandpaper. This expertise has grown to span 46 technology platforms, with thousands of products and applications.
Our scientists are experts at combining our core technologies to invent a surprising range of products. Our people and our products reshape the way we live our lives every day.
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