Salesforce Pro & Customer Success Lead Lab Services

Forensic Fluids Laboratories, Inc; Kalamazoo (MI); Sur place; USD 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

401(k)

Résumé du poste

Forensic Fluids Laboratories, Inc. in Kalamazoo, MI is seeking a Customer & Sales Support Representative, Salesforce Specialist who will bridge our sales and lab operations by maintaining customer profiles in Salesforce and the LIMS, training staff on Salesforce Lightning, and answering inquiries about drug testing results.

You will develop procedures, promote services, ensure HIPAA confidentiality, and help improve customer retention while archiving customers and maintaining call metrics.

Qualifications

• Bachelor’s degree required.
• 10+ years Salesforce power use, training and process implementation.
• Experience in customer support/sales environment preferred.
• Ability to work independently, manage time, and coordinate projects.

Responsabilités

• Develop/review procedures and training materials for the department; train Sales, Sales Support, and others how to use Salesforce Lightning.
• 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 the LIMS system and maintain profiles with 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 share reports with involved departments and Laboratory Director.
• Help Sales with setting up Scientific Result Reviews and with customer retention.
• Promote new or additional services to customers and maintain HIPAA confidentiality and accuracy.
• Maintain standardized customer call metrics using Salesforce.

Connaissances

Salesforce power use

Salesforce training

Process implementation

Formation

Bachelor’s Degree

Outils

Salesforce Classic

Salesforce Lightning

LIMS

Description du poste

Forensic Fluids Laboratories, Inc. in Kalamazoo, MI is seeking a Customer & Sales Support Representative, Salesforce Specialist who will bridge our sales and lab operations by maintaining customer profiles in Salesforce and the LIMS, training staff on Salesforce Lightning, and answering inquiries about drug testing results.

You will develop procedures, promote services, ensure HIPAA confidentiality, and help improve customer retention while archiving customers and maintaining call metrics.