Job Description :
The GSC CRM Admin is responsible for being the first line of help in the Support Operating Model and ensure service level in BSO Cases regarding to User Support and Provisional Account Creation in Salesforce.
The Admin works with users to troubleshoot day-to-day issues, reinforces business process through salesforce, and addresses maintenance requests to related to user setup, data access, account creation and capability.
Leads transitions to successful completion including training, shadowing, documentation, train the team and hyper case phase
Primary Responsibilities include but are not limited to the following :
Provide day-to-day troubleshooting support and guidance to Salesforce users
Serve as the Level 0 Support point of contact at the Country level and address support requests raised by users through Chatter
Create ticket for unresolved issues through ITSM
Stay current on new Salesforce application functionality
Stay current on release notes submitted by Salesforce (Summer, Winter, Spring)
Manage administrative data needs (upload, delete, insert)
Perform reassignments of accounts, contacts, opportunities, leads, and activities based on organizational changes
Oversee new user setup request process and ensure correct access is provided
Document and share commonly asked questions that should / can be addressed through additional training to the Country Training Lead
Suggest application enhancements based on observed questions, issues, etc. in a master hopper on the community site
Complete request and maintain tasks within defined Service Level Agreement
Ensure required documentation has been submitted before requesting a new customer record
Ensure the account wasn’t inactivated for business reasons before requesting a new customer record
Ensure customer record is complete and accurate
Follow up on approvals
Ensure post account set-up activities are complete to make customer records business ready (for example, Rebate Team, Pricing Team, Territory Team are notified and take action for new or changed customer records)
Prevent and manage duplicate Customer Master Data records
Validate and follow the process in SAP for account creation
Manages transitions using defined company processes and tools to produce the desired results. Leads transitions to successful completion including training, shadowing, documentation, train the team and hyper case phase.
Tracks assigned tasks and associated completion dates, ensuring work process flow is accurately followed.
Ensures transitions objectives and deadlines are met.
Presents recommendations to appropriate personnel that demonstrate planning in support of business needs and goals.
Has a direct impact on the team / work group, providing direction, advice, or focus, as needed.
Preferred Qualifications :
Trilingual (English + Spanish + Portuguese)
Technical expertise in salesforce
Proficiency with SQL
Proficiency with MS Excel
Experience with queue management
Open to flexible schedules.
Fluent English is a must.
Experience in managing transition / migrations for Share Services.
Working at 3M
3M is a global company which produces more than 55,000 products worldwide for home use, adhesives, abrasives, non-woven, fire protection, dental and orthodontics, electronic materials, medical and automotive care products.
The company's brands partners Scotch - Brite®, Scotch®, Post - it® and Command™.
3M has operations in more than 70 countries with laboratories in 36 countries. With 30,000 million dollars in sales, its 90,000 employees connect with customers around the world.
Unleash your potential.
Our success depends on the energy of our employees and the high quality of their leadership. Most of all it depends on their continuous improvement.
From sales to manufacturing to marketing to engineering, if you're committed to expanding your knowledge and gaining leading-
edge skills, this is the place to do it. Professional development at 3M includes excellent training, continuing educational support, mentorship from smart, experienced people and more.
Move up - or move in new directions.
You'll find a strong promote-from-within culture here; it's an important aspect of our emphasis on learning and professional growth.
You may also move between business units or even, potentially, to different locations around the world. That's one of the many advantages of our diverse business model and global reach.
Be part of what’s next. Apply Now!
If you are interested in this position please send your application in English via the 3M Jobs System.