Salesforce Administrator

We are looking for a dynamic and detail-oriented professional with 3+ years of experience in technical support, system analysis, user support, and software development, who can also understand and translate business needs into technical solutions. As a Salesforce Administrator at Chemelex, a solid understanding of business needs paired with your functional background in Sales and Service Clouds will be the key combination for success. You will also be responsible for delegated administrative tasks like user provisioning and onboarding, resolving users' issues, end-user training, and the creation of reports and dashboards based on business needs. Ultimately, this role is a key part of implementing and supporting strategic initiatives related to the Salesforce platform at Chemelex.

As a Salesforce ADMINISTRATOR YOU WILL:

Implement continuous improvements and adaptations in Salesforce, with a strong focus on Service Cloud functionality to meet evolving business and customer service needs

Work hands-on within Service Cloud to configure, customize, and optimize features such as case management, queues, service consoles, and knowledge articles to support business and customer service processes

Configure and maintain Service Cloud features such as case escalation rules, assignment rules, email-to-case, and auto-response rules to ensure efficient case handling and customer support workflows

Customize page layouts, lightning record pages, and quick actions within Service Cloud to streamline the agent experience and improve productivity

Create and manage Knowledge Articles and support their lifecycle to ensure accurate and accessible documentation for both internal teams and customers

Monitor Service Cloud usage and performance to identify opportunities for improving agent efficiency and case resolution times

Support the integration of Service Cloud with other tools such as chatbots, telephony systems (CTI), or customer portals to enhance the service experience

Build and maintain service-related reports and dashboards to provide real-time visibility into KPIs like case volume, resolution time, and SLA compliance

Maintain detailed knowledge of business' current technology and infrastructure from a functional perspective

Provide first level of support for user functional issues. Be able to hands-on build base configurations across a multitude of Salesforce modules including Sales Cloud, Service Cloud.

Maintaining data quality by conducting data integrity audits, reviewing reports, and working with data owners to fix issues

Salesforce Major Release (Readiness) Review / Regression Testing

Answer best practices, process and "How To" Questions, lead Salesforce trainings.

Participate in driving functional requirements / user stories

Hands-on assist in supporting user adoption and solving technical support issues

Attend Salesforce LIVE webinars, community events and assist in end-user training sessions as new features and functions are deployed.

What does a day in the life look like:

As a Salesforce Administrator at Chemelex, each day brings a dynamic mix of collaboration, problem-solving, and continuous improvement. You'll begin your day by reviewing requests in dedicated mailbox, fresh service tickets to address issues, and ensuring users have what they need to stay productive. From there, you may jump into a call with end users to help them for their issue.

Throughout the day, you'll work closely with sales and service cloud users—offering guidance, and configuring Salesforce solutions that address evolving needs. Whether it's building a new dashboard for leadership, running data audits to maintain quality, or configuring components in Service cloud or sales cloud your work ensures that the system runs smoothly and efficiently.

You Have:

• Regular Bachelor's degree from an accredited institution (preferably in engineering fields)
• Salesforce Administrator certification required, Advanced administrator preferred
• 3+ years' experience supporting Salesforce Service Cloud and Sales Cloud in a Lightning enabled environment. Experience with Communities, Commerce Cloud, and/or CPQ is a nice to have.
• Experience in participating in release management processes using either traditional change sets or 3rd applications (Copado, workbench, Gearset, etc.)
• Strong focus on teamwork and ability to work in teams across all functions and levels
• Strong analytical, troubleshooting and problem solving skills.
• Excellent oral and written communication skills
• Understanding of Agile, SCRUM methodology. Experience with Jira and Confluence is preferred
• English (advanced level)
• Ability to manage and prioritize workload to meet deadlines
• Highly motivated with a strong desire to succeed and achieve goals, as well as the willingness and ability to continuously learn new skills and take on added responsibilities.

We Have:

• A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day

o We are a $620 million, high-performance electrical company with a dedicated team of 1,900 plus people, across more than 28 global locations

o We have a robust portfolio of product brands dating back more than 70 years and including: RAYCHEM, PYROTENAX, TRACER and NUHEAT

• Dimensions of Excellence reflect the core values of Chemelex. We're known for being:

o Experts with empathy

o Explorer mindset

o Example for other

o Exceptional impact

• Benefits to support the lives of our employees