Customer & Sales Support Representative, Salesforce Specialist

Forensic Fluids Laboratories; Kalamazoo (MI); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

401(k) with company match

Job summary

Forensic Fluids Laboratories is seeking a Salesforce Expert & Customer/Sales Support team member to join our onsite Kalamazoo facility. You will lead Salesforce training for Sales and Support, maintain customer profiles, and support drug testing results inquiries.

The role requires extensive Salesforce experience, strong communication skills, and the ability to manage customer data in a HIPAA-compliant environment. LIMS proficiency and cross-functional collaboration are essential.

Qualifications

• Bachelor’s degree and 10+ years of Salesforce power use, training, and process implementation.

Responsibilities

• Develop and review procedures and training materials for the department; train Sales, Sales Support, and others how to use Salesforce Lightning.
• Maintain all customer profiles in Salesforce and ensure data accuracy in HIPAA-compliant workflows.
• Answer phone calls and emails from customers regarding drug testing results, specimen processing, and the drug testing process.
• Enter new customers into the LIMS system; create and maintain customer profiles including contact information and training certifications.
• Use LIMS 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 communicate findings to the appropriate parties.
• Assist Sales with setting up Scientific Result Reviews and with customer retention.
• Archive customers in Salesforce and promote new or additional services to customers.

Skills

Salesforce expertise

Customer support

Training delivery

Communication

HIPAA confidentiality

Education

Bachelor’s Degree

Tools

Salesforce Classic/Lightning

LIMS

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 at our facility in Kalamazoo, MI.

As a Salesforce Expert & Customer/Sales Support team member 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) with company match and more.