Salesforce Specialist - Customer and Sales Support Rep

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

Benefits offered by this job

401(k)

Job summary

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.

Responsibilities

• 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.

Skills

Salesforce power use

Salesforce training

Process implementation

Education

Bachelor’s Degree

Tools

Salesforce Classic

Salesforce Lightning

LIMS

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.