Salesforce Administrator - Customer Care Technology (all genders)

at  Zalando

THE ROLE & THE TEAM

A Salesforce Administrator in Zalando’s Customer Care Technology team plays a crucial role in supporting over 4,500 customer care specialists serving 50 million customers. This role focuses on configuring, managing and optimizing Salesforce solutions to support customer care operations. The Administrator will join a team working with technologies like Apex, Lightning Web Components, Flows, and APIs to optimize customer care processes and improve agent efficiency. This includes integrating Salesforce with other systems, such as AI-powered tools, and supporting strategic projects like Loyalty programs and Fraud prevention. Collaboration with various teams (Customer Care, Operations, Product, and other IT teams) is essential to ensure solutions meet business needs. The role offers opportunities for personal development within Zalando’s supportive culture.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

A Salesforce Administrator in a Customer Care product environment at this e-commerce company would have daily tasks centered around optimizing the Salesforce platform for customer care specialists. These tasks would likely include:

• User Management: Managing user roles, permissions, and access to ensure appropriate access levels for customer care specialists.
• Service Cloud Administration: Focusing on Service Cloud setup and configuration, including Case Management. This involves configuring and maintaining features related to case creation, assignment, escalation, and resolution.
• Flow Building: Designing and implementing flows to automate business processes and improve efficiency for customer care specialists. This could include automating case routing, email notifications, or other repetitive tasks.
• General Admin Setup: Handling day-to-day administrative tasks within Salesforce, such as creating and modifying page layouts, fields, reports, and dashboards.
• Collaboration and Support: Working closely with Salesforce engineers, other administrators, and incident managers to troubleshoot issues, implement solutions, and ensure the smooth operation of the Salesforce platform. This includes supporting customer care specialists in their use of Salesforce.
• Continuous Improvement: Identifying opportunities to optimize the platform and leverage new technologies like AI and automation to further enhance the customer experience. This involves staying up-to-date with Salesforce releases and best practices.