Product Application Support Team Lead (Woodbury, MN)

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:

Job Summary: The person hired for the position of Product Application Support Team Lead's primary focus will be to provide leadership through effective team process that facilitates the accomplishments of the center goals along with development of the individual department with focus within our CBG support team.

Roles and Responsibilities

* Provide leadership, coaching and feedback to team members

* Act as primary source for working with Salesforce integration within the B2C area

* Actively involved in the development of department and attainment of team goals

* Act as the primary liaison with 3M divisions for product and application support

* Communicate clearly and professionally with 3M divisions & customers about products and applications within the Consumer Business Group by telephone and/or written correspondence

* Provide a divisional and customer escalation focal point

* Guides members through the team process

* Maintain knowledge of systems and product information necessary to proficiently handle workload

Basic Qualifications:

* Bachelor's degree or higher from an accredited institution

* Minimum of seven (7) combined years of experience in a call center, customer service role, and/or tech service role

* Minimum of one (1) year of experience with Salesforce

* Minimum of one (1) year of experience with call center management systems and tools (WFM, Forecasting, Scheduling & Quality Monitoring, etc...)

Preferred Qualifications:

* Excellent customer service skills for internal and external 3M customers

* Quickly develop positive relationships with our divisions and project team peers

* Support team processes and work cohesively in a small group environment

* Excellent problem solving abilities

* Strong interpersonal and communication skills both oral and written

* Advanced leadership skills necessary for managing projects and leading people

* Ability to multitask and adapt to change

* Confidence in decision making ability

* Ability to identify and lead positive change for process improvement opportunities

* Efficient use of various 3M corporate systems such as (but not limited to), Salesforce.com and Remedy

* Familiarity with the Avaya phone system, Internet Response System (IRS), Microsoft Excel, PowerPoint and Word is required

* Demonstrated Product and Project Lead Duties

* Six-Sigma Green Belt or Black belt

* CRM application knowledge and/or experience (Salesforce.com)

* Previous team lead/supervisory experience

Location: Woodbury, MN

Travel: Up to 5% domestic

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.

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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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