Salesforce CRM Administrator

DN SOLUTIONS AMERICA CORPORATION•Schaumburg, IL

30d•$60,000 - $80,000

About The Position

The Salesforce CRM Administrator provides engineering and administrative support to the Customer Service Team, with primary responsibility for Salesforce Service CRM operations and data management. The role oversees daily CRM activities, including service ticket and case management, Service Order and Service Appointment coordination, data accuracy, user support, reporting, and follow-up on system-related issues. The position also supports dealers, service engineers, and internal users with CRM activities, technical documentation, warranty administration, reporting, purchasing, invoicing, recall processes, and other Customer Service operations. It calls for strong organizational, analytical, communication, and problem-solving skills, along with professionalism in person and by phone.

Requirements

Associate degree or college diploma in Business Administration, Information Systems, Engineering Administration, or a related field is preferred.
Experience with CRM systems is required.
General understanding of Customer Service and Field Service operations, including service requests, dispatch and scheduling, field service activities, Service Orders, Service Appointments, and service completion.
Proficiency with Microsoft Office, particularly Excel, Word, and PowerPoint.

Nice To Haves

Salesforce Service Cloud or Field Service experience is strongly preferred.
Experience with Salesforce administration, CRM operations, data management, reporting, or user support is preferred.
SAP experience is strongly preferred.
Experience with invoicing, bookkeeping, purchasing, or purchase order processes is preferred.

Responsibilities

Oversee daily Salesforce service cases and tickets, Service Orders, Service Appointments, scheduling, assignments, data accuracy, and case closure.
Provide day-to-day CRM support to RSMs, FSEs, service teams, dealers, and internal users.
Review open service activity, data quality, and user compliance; create and maintain Salesforce reports, dashboards, and KPIs; identify trends, outstanding actions, and improvement opportunities.
Gather user requirements, troubleshoot system issues, coordinate enhancements with HQ IT, and assist with testing, implementation, and continuous improvement of Salesforce and related Customer Service systems.
Develop procedures, work instructions, and training materials; train and guide users; promote consistent CRM processes, data-entry standards, and system adoption.
Coordinate service communications, appointments, work orders, and engineer schedules.
Assist dealers and internal teams with Salesforce, SAP, Dealer Portal, QSR, and other service-related systems and processes.
Maintain warranty records and support invoicing, purchasing, reporting, and other service administration activities as needed.