Senior Analyst, CBG PACE Tier 2

Primary Responsibilities:

· Serve as the primary liaison for 3M customers, handling complex, non-routine, and escalated inquiries with urgency, professionalism, and sound judgment.

· Communicate effectively through phone, live chat, and written channels, adapting communication style based on case complexity, urgency, and sensitivity.

· Provide advanced customer support by explaining processes, product information, service options, available resources, and appropriate next steps.

· Document customer interactions, case details, actions, and resolutions accurately in CRM and other business systems.

· Investigate and resolve complex product or service issues through research, process review, and collaboration with internal teams, service providers, and business stakeholders.

· Support brand protection activities by ensuring timely issue resolution, accurate escalation, and appropriate follow-through to help mitigate business risk and potential legal exposure.

· Participate in business reviews with the business group by providing case insights, issue trends, resolution updates, and improvement opportunities.

· Identify recurring issues, process gaps, and customer experience trends to recommend improvements in service quality, efficiency, and resolution effectiveness.

· Generate sales leads and promote relevant 3M solutions to support customer needs and business growth.

· Manage multiple priorities in a fast-paced environment while maintaining accuracy, timely follow-through, and positive customer outcomes.

· Act as a subject matter expert for key processes, providing guidance and support to team members and stakeholders.

· Develop and deliver training to enhance team capability and ensure consistent process execution.

Basic Qualifications:

· Bachelor’s degree or higher from an accredited institution, completed and verified prior to start.

· Minimum of two (4) four of combined experience in customer service, technical support, product application support, sales support, phone support, or direct customer engagement in a private, public, government, military, or 3M Customer Services environment.

· Experience handling complex, non-routine, or escalated customer inquiries, including product- or service-related concerns, is preferred.

· Experience handling customer interactions through phone, email, chat, or other communication channels.

· Excellent English communication skills, both written and verbal, with the ability to communicate effectively with native speakers, understand complex technical information, and clearly explain different viewpoints.

· Experience serving as the team subject matter expert, providing guidance, support, and process expertise to team members.

· Experience developing and delivering training to support team capability, knowledge transfer, and process consistency.

Preferred Qualifications:

· Knowledge of Salesforce CRM or similar customer relationship management systems.

· Strong customer service skills with a focus on resolving complex and escalated customer inquiries.

· Ability to communicate professionally and effectively through phone, chat, written correspondence, and presentations.

· Strong active listening, problem-solving, judgment, and decision-making skills.

· Ability to work in a high-volume, fast-paced, and changing environment while managing multiple priorities and deadlines.

· Strong organizational skills with attention to detail and timely follow-through.

· Ability to collaborate effectively in a team environment and support team goals, including informal leadership when needed.

· Proficiency with Microsoft Office applications and general PC tools.

· Strong interpersonal skills with the ability to remain professional, customer-focused, and solution-oriented in challenging situations.

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