Salesforce Specialist (CRM)

Location: Kuala Lumpur, MY, MY

Global Business Unit: TEC

Job Function: Digital

Requisition Number: 179284

Job Overview

The Senior Salesforce Specialist will play a key role in managing and optimizing Salesforce CRM to enhance sales efficiency and effectiveness. This position is responsible for data management, user adoption, process improvement, and business intelligence to ensure Salesforce supports and drives business growth.

Reporting to the Digital Business Manager, the role will work closely with sales teams, management, and IT to enhance CRM functionalities, improve data quality, and drive Salesforce adoption.

Job Responsibilities

Data Management and End User support: 50%

The specialist will facilitate the maintenance and validation of data within our CRM Salesforce.com and the integrated projects. He/she will assume data management responsibilities currently performed by the team, allowing the team to focus on deliverables. He/she will use technical tools and best practices to analyze and measure DKSH Technology data quality and develop action plans to ensure the accuracy, completeness, and compliance of our enterprise data with the necessary standards.

1. Ensure data accuracy, integrity, and completeness in Salesforce to improve business decision-making.
2. Analyze and identify data sources, data redundancy, and implement processes to remediate data issues and/or data clean-up efforts.
3. Analyze and resolve cross-functional data issues across Salesforce.com modules.
4. Demonstrate skill in data analysis techniques by resolving missing/incomplete information, inconsistencies/anomalies in more complex research/data.
5. Lead and perform data cleansing through periodic review.
6. Act as the first point of contact for user queries, troubleshooting, and ensuring timely resolution of issues.
7. Support in user maintenance as needed.
8. Implement process improvements for better data governance, ensuring compliance with company standards.
9. Develop and maintain user guides, policies, and training materials to support business teams.
10. Manage and support user training.
11. Ensure good adoption rates for all countries.

Business Intelligence, System Improvement and Project support: 50%

The specialist will support the Digital Business Manager during the implementation of new IT projects, promote best practices, and suggest process and functionality enhancements in order to enhance business efficiency and user adoption. He/she will also participate in the timely execution of the regional reporting to facilitate the decision-making of top management.

1. Support operational excellence and integration of existing projects (CRM/Service/Marketing automation).
2. Support cross-functional collaboration to ensure Salesforce integrates smoothly with other business systems (e.g., SAP, PIM).
3. Contribute to the testing and debugging of new software or enhancements to existing software.
4. Assist in the enforcement of project deadlines and schedules.
5. Work closely with sales teams to understand their needs and optimize CRM functionalities for business impact.
6. Identify and implement enhancements to Salesforce workflows to improve sales and operational efficiency.
7. Support user adoption and learning by developing new training materials.
8. Build relationships with key DKSH stakeholders.
9. Perform other duties as assigned.

Job Requirements

1. Bachelor's degree in computer science, Business Administration, or equivalent experience.
2. Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
3. Strong understanding of CRM best practices, sales processes, and business operations.
4. Minimum 4 years of experience working with Salesforce in a sales-focused organization.
5. Salesforce certification (e.g., Salesforce Administrator) is an advantage.
6. Ability to interpret business needs and translate them into Salesforce solutions.
7. Ability to learn and become proficient quickly with new tools.
8. Strong analytical thinking and problem-solving skills, focus on detail.
9. Proactive, committed, and ensure follow-up in a very timely manner.
10. Excellent organizational, prioritization, and independent decision-making skills.
11. Excellent verbal and written communication skills.
12. Proficiency with the English language.
13. Team player, ability to interact and communicate with all levels of management.
14. Demonstrated commitment to our fundamental principles of Integrity.