CRM & Systems Specialist

Saint-Gobain Corporation Malvern, AR
This individual will configure, support and troubleshoot all systems for the Supply Chain including Customer Service, Logistics, Sales Administration and Transportation departments. They include ERP, Customer Relationship Management (CRM), Traffic Management System (TMS), VoIP Phone Systems, as well as, its' disaster recovery. This person will be empowered to make the necessary technology changes and enhancements as business needs dictate. This includes assisting the Lead System Administrator in the selection of software, hardware & equipment.

CRM Systems Administration (SALESFORCE.COM)

* Oversee the maintenance, enhancements and troubleshooting of our Customer Relationship Management application (Salesforce.com). Evaluate and implement current or create new processes within our CRM application to increase productivity and reporting capabilities. Writing code using Third party apps to enable various programs.

* Must work well with Field sales, Customer Service, Sales Office, Plant personnel, IT, Corporate Telecom and outside consultants/vendors.

* Contribute to business analysis efforts supporting Sales Process Systems. Define requirements related to System change requests and implement changes based upon requests and best practices.

* Support user requests for data from various Sales systems.

* Develop and constantly enhance reporting from Sales Processes Systems.

* Primary trainer of Sales Process Systems to Sales Team.

* Work with IT development resources to further integration between Sales Systems.

Training

* Will be responsible for on-going training of Supply Chain departments as well as other departments and Plant Personnel.

* Provides all training materials for any updates or changes to existing systems or new implementations.

Other System Administration & Support

* Assist in the maintenance, enhancements and troubleshooting of other systems such as our ERP (BPCS), Traffic Management System (Red Prairie) and all Customer Service Call Center applications within the Alcatel Lucent phone system.

* BS in Computer Science

* 6 to 8 years Systems Administration experience. -Current computer and network skills

* The following advanced skills should be used as a guideline:

* Call Center experience

* Project management skills

* General PC/Networking knowledge

* Basic Computer Programming skills

* Database skills

* Team and consensus building skills

* Salesforce.com - Certified Administrator required

An in-depth knowledge of CRM, specifically Salesforce.com

* Design business processes in SFDC and develop automation to streamline and standardize procedures

* Configure Setup including maintaining user security and access

* Create apps, page layouts, validation rules, formulas, reports, custom objects and fields, etc.

* Configure/maintain workflows with assignment rules, email alerts, approval processes, field updates, etc.

* Apex data loader, CTI adapter for phone interfaces, 3rd party connected apps/integration

An in-depth knowledge of Call Center Phone systems

* Reporting, Call recordings, Call monitoring

* Configuration for agents and queues.

* Call Routing maintenance and changes

* Set up and troubleshooting of Agent headsets

* MACD (Moves, Adds, Changes and Deletions)

Alcatel-Lucent VoIP experience preferred

* Visual CC OmniTouch Contact Center Premium

* Genesys Desktop, CCagent and CCsupervisor for Disaster Recovery

* OmniVista Network Management, CallXpress Web Phone manager OmniPCX-Record

Knowledge of BPCS order management and AS/400

* Queries/reports for department

* Pro-active queries to fix tax exemption and geo-coding mistakes

* Maintaining EDI cross reference files for customer locations and items

* Troubleshooting errors, fixing ship-to mistakes

* Security, reset passwords

Red Prairie Transportation Management System

* Maintain facilities

* Configure setups for order rules, coplex sessions

* Troubleshoot to get loads to route properly

* Fix download errors which prevents order processing and carrier tending

* Requires approximately 5% travel and working outside of normal business hours.

* CRM and Customer Service Administrator will have access to confidential data and security access to most systems. This information can effect our competitive position if disclosed.

* Requires strong interpersonal and communication skills to work with Sales, Plant Personnel, IT and other internal departments along with many outside vendors.

* Current computer and network skills must be maintained at all times either through external training, hands on experience or publications/trade magazines to continually enhance the skills for this position. When skills are needed that are not easily learned or often used, this person must seek either external or internal help to solve problems.

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.