Salesforce Service Cloud Administrator

11 days ago
  • Location

    San Diego, United States

  • Role

    Administrator

  • Contract

    Permanent

  • Salary

    n/a

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Here at Petco, our vision is simple: Healthier Pets. Happier People. Better World. This credo drives everything we do. But what really sets us apart? We obsess about delivering health and happy experiences for pets and the people who love them. This is our mission. It guides every Partner in every role here at Petco, every day.
And the way that we live out our mission is through our core values. No matter what your skillset is or how much experience you have, if you love people and pets—and these values mirror your own—we probably have the perfect job for you here. Take a closer look at our values, and then explore our dynamic career areas to find out what a career at Petco can mean for you.

Position Purpose:

The Salesforce Administrator will assist in developing and administrating our Salesforce Service Cloud deployment. The successful candidate will have a record of success in improving processes and adoption of Salesforce. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify, develop and deploy new business processes. This role is part technical project manager, part administrator and part Service Cloud analyst. The Salesforce Administrator will be responsible for the executing on the day-to-day configuration, support, maintenance and improvement of our Salesforce platform. SFSC is an integral component of the Petco omni-channel roadmap to transform the way we deliver service and support interactions to our customers.

Essetntial Job Duties and Responsibilities:
  • Serve as primary system administrator for the Salesforce Service Cloud environment with 400+ users. Handle all administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
  • Identify and refine self-service opportunities
  • Provide day to day user support and answer user questions, troubleshoot configuration defects and process gaps
  • Work with SFSC Product Owner to identify new features, customizations, prioritize, test and validate features and functionality
  • Collaborate with users and stakeholders and look for ways and opportunities to improve user and client experience
  • Serve as a liaison between call center managers, end users, vendors, and product team
  • Guide users with best practices and share lessons learned
  • Complete regular internal system audits and prepare for upgrades
  • Coordinate the evaluation, scope and completion of new development requests
  • Report creation and validation
  • Assist in training of new users, and grow the Salesforce skill set across our support organization
  • Partner with instructional design for release and new feature training

Education and Experience:
  • Administrate Salesforce Service Cloud platform, including but not limited to managing user setup, profiles, and roles; and customizing objects, fields, formulas, record types, page layouts, updating/adding workflows and developing custom reports
  • Advanced Salesforce configurations and custom development skills
  • Excellent project management skills
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
  • Creative and analytical thinker with strong problem-solving skills
  • Must demonstrate exceptional verbal and written communication skills
  • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
  • Ability to assess the impact of new requirements on Salesforce and all upstream and downstream applications, systems and processes
  • Ability to analyze case data and help identify and drive out improvement opportunities
  • Act as the call center business contact liaison with product on business requirements for future releases and roadmap items to continue to improve the platform in order to drive customer/agent experience and call center KPIs (eg first contact resolution)
  • Other, external tasks that might related to Salesforce including coordination with the SFMC team

Experience Required:
  • Administrate Salesforce Service Cloud platform, including but not limited to managing user setup, profiles, and roles; and customizing objects, fields, formulas, record types, page layouts, updating/adding workflows and developing custom reports
  • Advanced Salesforce configurations and custom development skills
  • Excellent project management skills
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
  • Creative and analytical thinker with strong problem-solving skills
  • Must demonstrate exceptional verbal and written communication skills
  • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
  • Ability to assess the impact of new requirements on Salesforce and all upstream and downstream applications, systems and processes
  • Ability to analyze case data and help identify and drive out improvement opportunities
  • Act as the call center business contact liaison with product on business requirements for future releases and roadmap items to continue to improve the platform in order to drive customer/agent experience and call center KPIs (eg first contact resolution)
  • Other, external tasks that might related to Salesforce including coordination with the SFMC team

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

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