Salesforce Administrator

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.

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.

• Participate in driving functional requirements / user stories
• Maintain data quality by conducting data integrity audits, reviewing reports, and working with data owners to fix issues
• Build and maintain service-related reports and dashboards to provide real-time visibility into KPIs like case volume, resolution time, and SLA compliance
• Implement continuous improvements and adaptations in Salesforce, with a strong focus on Service Cloud functionality to meet evolving business and customer service needs
• 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
• Support the integration of Service Cloud with other tools such as chatbots, telephony systems (CTI), or customer portals to enhance the service experience
• 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
• Answer best practices, process and “How To” Questions, lead Salesforce trainings
• 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
• 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
• Attend Salesforce LIVE webinars, community events and assist in end-user training sessions as new features and functions are deployed.
• Maintain detailed knowledge of business’ current technology and infrastructure from a functional perspective
• Hands-on assist in supporting user adoption and solving technical support issues
• Customize page layouts, lightning record pages, and quick actions within Service Cloud to streamline the agent experience and improve productivity

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.

• Ability to manage and prioritize workload to meet deadlines
• Experience with Communities, Commerce Cloud, and/or CPQ is a nice to have
• Exceptional impact
• 3+ years’ experience supporting Salesforce Service Cloud and Sales Cloud in a Lightning enabled environment
• Strong analytical, troubleshooting and problem solving skills
• Excellent oral and written communication skills
• Good level of English skills
• Salesforce Administrator certification required, Advanced administrator preferred
• Bachelor’s degree from an accredited institution (preferably in engineering fields)
• Strong focus on teamwork and ability to work in teams across all functions and levels
• Understanding of Agile, SCRUM methodology. Experience with Jira and Confluence is preferred
• Experts with empathy
• 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
• Explorer mindset
• Experience in participating in release management processes using either traditional change sets or 3rd applications (Copado, workbench, Gearset, etc.)