Salesforce & Customer Support Specialist — Lightning Pro

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

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.