Customer Service Lead- Salesforce
Strategic Employment Partners (SEP) · Kalamazoo, MI · 2 wk ago
Business DevelopmentFull-time
Responsibilities
- Lead, coach, and set performance expectations for a small customer service team
- Serve as the primary internal Salesforce resource — build reports, manage and archive records, correct data quality issues, and train staff on consistent usage
- Handle escalated calls and emails from clients within 24 hours
- Manage customer profiles and onboard new clients into Salesforce and the LIMS
- Enter customer orders, look up results, and train others on LIMS usage
- Maintain HIPAA compliance across all customer interactions and data handling
- Promote additional services to existing customers where appropriate
Requirements
- Meaningful hands-on Salesforce experience — report building, record management, and training others
- Prior experience leading or supervising a customer service team
- Comfortable staying hands-on in customer support alongside your team
- Experience handling sensitive or confidential data in a regulated environment
- Strong communication skills — able to explain systems and processes to non-technical colleagues
Specialization
- Biotech
- Pharma
- Life Sciences
Location
- On-site
Pay
- $120,000