Job Description
Overview We are seeking a Salesforce CRM Administrator to manage and own the end-to-end lifecycle of customer support cases—from intake and routing through resolution. This role will be the functional administrator for case operations, ensuring our support organization is efficient and customer-centric. This role partners closely with Customer Management and Administration along with representatives from other functional areas within the business.
Responsibilities - Case Intake, Routing and Workload Management
- Maintain and manage Email-to-Case intake
- Manage responses, email templates, case origin, and intake validation to ensure data completeness and consistency
- Prevent duplicate and spam case creation
- Maintain Case Assignment Rules, Escalation Rules, and presence statuses; configure holidays and business hours that drive SLAs.
- Monitor real-time routing, identify bottlenecks and rebalance workloads proactively.
- Maintain case statuses, fields and lifecycle transitions.
Soft Skills - Process-oriented mindset with strong analytical and problem-solving abilities.
- Empathy for end users and customers; passion for frictionless support experiences.
- Clear communicator with facilitation skills for workshops, training, and stakeholder alignment.
- Salesforce experience is a plus
Requirements - High School Diploma
- 1-2 years of Administrator experience in Aerospace or a manufacturing environment
Job Tags
Contract work,