3M U.S. Customer Services Operations Analyst (Woodbury, MN) in Woodbury, Minnesota

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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.

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Job Description:

Job Summary:

The position of Operations Analyst focuses on delivering Reporting and Analytics utilizing multiple reporting tools and analysis across 3M Businesses for the U.S. Customer Service Operations (USCSO) group. Individual will participate in projects and responsible for the development and delivery of reporting solutions in both USCSO legacy reporting systems as well as Business Transformation (BT) and ERP/SAP reporting. Individual will be responsible for development, testing, deployment, documentation, training, support and communication of reporting tools and analytics.

Individual will become an expert in business process and business data, critical to the success of USCSO leadership and businesses. Person must deal well with ambiguity while addressing multiple concurrent 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 participating in team activities.

Primary Responsibilities include but are not limited to the following:

  • Provides reporting and analytics support for Customer Services across all US businesses.

  • Provides reports and handles routine inquiries across multiple functional areas (credits and returned goods, information technology, customer account management, supply chain, transportation, pricing and distribution centers and plants).

  • 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, MS Access and other data/process automation tools.

  • Develops solutions requiring analytical skills and interpretation of data.

  • 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)

Basic Qualifications:

  • Bachelor's degree or higher from an accredited university OR minimum of three (3) years of Reporting and Analytics experience in lieu of the education requirement

  • Minimum of two (2) years of Business Objects experience

Preferred Qualifications:

  • 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

  • Experience with phone analytics

  • Knowledge of key GEDW universes.

  • Participation in customer services process improvement projects

  • Ability to work with cross functional teams and across multiple functions and disciplines

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).

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