Customer and Sales Support - Salesforce Specialist

Forensic Fluids Laboratories; Kalamazoo (MI); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k) plan

Comprehensive benefits package

Job summary

Forensic Fluids Laboratories is hiring a Customer & Sales Support Representative, Salesforce Specialist to manage Salesforce profiles, train teams, and support customer interactions in a laboratory setting.

The role requires deep Salesforce experience, LIMS familiarity, and effective communication to maintain data accuracy and drive customer retention onsite in Kalamazoo, MI.

Qualifications

• Bachelor’s degree and 10+ years of Salesforce usage, training, and process implementation.
• Experience in Customer Support/Sales and/or training.
• Previous administrative experience in sales or laboratory environments preferred.
• Strong ability to work independently, manage time efficiently, exercise good judgment and initiative, with excellent interpersonal and organizational skills.

Responsibilities

• Develop/review procedures and training materials for the department; train Sales, Sales Support, and others on Salesforce Lightning.
• Have expertise in Salesforce (both Classic & Lightning preferred).
• Ensure Customer Support maintains all customer profiles in Salesforce.
• Answer phone calls and emails from customers regarding drug testing results, specimen processing, and the drug testing process.
• Enter new customers into LIMS; create and maintain LIMS profiles with contact info and certifications.
• Use LIMS to look up test results, enter customer orders, and train others to do the same.
• Initiate incident reports for data entry or processing errors and share reports with the relevant department and Laboratory Director.
• Assist Sales with setting up Scientific Result Reviews and customer retention.
• Find ways to archive customers in Salesforce.
• Promote new or additional services to existing customers.
• Maintain HIPAA confidentiality and accuracy; monitor standardized customer call metrics in Salesforce.

Skills

Salesforce expertise

Salesforce training

Process implementation

Customer support

Time management

Interpersonal skills

Organizational skills

Education

Bachelor's Degree

Tools

Salesforce Classic

Salesforce Lightning

LIMS system

Microsoft Office

Job description

Are you looking to play a critical role in improving people’s lives and positively changing the drug testing of tomorrow?

Why FFL?

At Forensic Fluids Laboratories Inc., we provide fast, accurate drug testing results using the best technology available, done by professionally trained team members and backed by expert testimony.

Location: This position is onsite in Kalamazoo, MI.

As a Customer & Sales Support Representative, Salesforce Specialist at FFL, you will:

• develop/review procedures and training materials for the department; train Sales, Sales Support, and others how to use Salesforce Lightning.
• have expertise in Salesforce (both Classic & Lightning preferred).
• ensure Customer Support maintains all customer profiles in Salesforce.
• support the department by answering phone calls and email questions from customers regarding drug testing results, specimen processing, and the drug testing process.
• enter new customers into LIMS system. Create LIMS profile and maintain that profile to include changes in contact information, completion of training certifications, and other relevant information.
• use LIMS system to look up test results, enter customer orders, and train others to do the same.
• initiate incident reports when data entry or processing errors are discovered and provide the original report to the department involved and a copy to the Laboratory Director.
• help Sales with setting up Scientific Result Reviews and with customer retention.
• find a way to “archive” customers in Salesforce.
• promote new or additional services to new and established customers.
• always maintain HIPAA confidentiality and ACCURACY.
• ensure maintenance of standardized customer call metrics using Salesforce.

How will you impact the company?

• You lead by example.
• You improve our relationships, effectiveness, and retention of our customers.
• You build a positive brand for FFL as we expand our markets.
• You create a culture of success, high performance and happiness.

What valuable experience and skills will you bring to the table?

• Bachelor’s Degree and ten (10) years or more of Salesforce power use, training, and process implementation.
• Customer Support/Sales experience and/or training.
• Previous administrative experience in a Sales and/or laboratory environment is preferred.
• Other required skills include the ability to work independently, manage time effectively, and exercise good judgment and initiative. Must have excellent interpersonal and organizational skills, and the ability to proactively solve problems, plan and coordinate projects, multitask and prioritize, and accurately proofread materials and communications. Knowledge of Microsoft Office software is desired.

Forensic Fluids Laboratories is committed to supporting our team members with a complete benefit package including 401(k) and more.