SalesForce Administrator

The Salesforce Administrator will be responsible for the day-to-day configuration, support, and maintenance of the Salesforce platform including Service Cloud, Case Management and CRM. This role will work closely with customer service, operations, data, sales and distribution and other stakeholders to ensure the platform meets evolving business needs, improves productivity, and enhances the overall customer experience.

Duties and Responsibilities
Platform Administration and Configuration

• Serve as the primary system administrator for the Salesforce environment, including user setup, profiles, roles, permissions, and security.
• Perform routine data management tasks, including imports, exports, and deduplication, to maintain high data quality within the system.
• Stay current with Salesforce releases, features, and best practices, and use sandboxes to test and deploy changes.
• Customize and configure standard and custom objects, fields, record types, page layouts, and validation rules.

Case Management and Service Cloud

• Configure and maintain case management features, including case assignment rules, escalation rules, and queues, to ensure the efficient routing of customer inquiries.
• Develop and manage automation for service processes using Flow, Process Builder, and other declarative tools to streamline agent workflows and automate repetitive tasks.
• Support the integration and maintenance of service channels, such as Web-to-Case, Email-to-Case, and social media, to capture all customer interactions.
• Maintain and improve the Knowledge Base to provide agents with easy access to internal information for resolving issues and to support customer self-service.
• Monitor service-level agreements (SLAs) and configure milestones to track case progress and trigger alerts.

Reporting, Analytics, and User Support

• Create, maintain, and deliver reports and dashboards to provide insights into key performance indicators (KPIs), such as case volume, resolution times, productivity and sales pipeline/opportunities.
• Support cross functional CRM reporting needs, including data related to Accounts, Contacts, Activities, and customer interactions.
• Provide timely end-user support and troubleshoot issues related to Salesforce functionality, configuration, and data.
• Develop and deliver training to new and existing users, creating documentation and guides to foster greater system adoption.

Required Skills and Qualifications

• Education and Experience: Bachelor's degree in computer science, information technology, or a related field, with 2 years of experience as a Salesforce Administrator.
• Certifications: Salesforce Administrator certification is required. Advanced Administrator or Service Cloud Consultant certifications are a plus.
• Technical Skills: In-depth knowledge of Salesforce standard functionality and experience with Service Cloud and CRM, including case management, queues, assignment rules, and milestones.
• Problem-Solving: Strong analytical and problem-solving skills with meticulous attention to detail.
• Communication: Excellent verbal and written communication skills with the ability to translate technical concepts to non-technical audiences.