Customer and Sales Support - Salesforce Specialist

About the role

Are you looking to play a critical role in improving people’s lives and positively changing the drug testing of tomorrow? 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. This position is onsite in Kalamazoo, MI.

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.
• 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.

Qualifications

• 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.
• Ability to work independently, manage time effectively, and exercise good judgment and initiative.
• Excellent interpersonal and organizational skills.
• 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.

Skills

• Expertise in Salesforce (both Classic & Lightning preferred).

Benefits

Forensic Fluids Laboratories is committed to supporting our team members with a complete benefit package including 401(k) and more.