CRM Administrator

Job Description

JOB SUMMARY The CRM Administrator is responsible for overseeing the administrative management, customization, and optimization of Carolina Handling’s Customer Relationship Management (CRM) system (Oracle Sales). This role involves ensuring data integrity, providing user support and training, customizing system configurations, managing data into CRM, and monitoring system performance. The CRM Administrator plays a critical role in improving operational efficiency and driving business growth through effective CRM utilization. This position requires strong technical proficiency, analytical skills, attention to detail, and excellent communication abilities to collaborate with sales support team, sales team and additional cross-functional teams internally. Ensure proper compliance standards are upheld and reported appropriately as provided by the organization.

WHAT YOU’LL BE DOING

· CRM System Administration: Serve as the primary administrator for the CRM system, including system configuration, customization, and user management.

o Adding new users and user information into CRM (Oracle Sales Cloud)

o Updating service contracts in CRM

o CRM account clean-up/manage dealer verification report from Raymond

· Data Management: Ensure data integrity and accuracy within the CRM database by performing regular data cleansing, deduplication, and validation tasks. Input customer information including new account creation.

o Customer information using Oracle Sales Cloud

o Company inventory CRM management using SAP

· User Support and Training: Provide training and support to CRM users across various departments, assisting with onboarding new users and addressing user inquiries and issues. Manage CRM Helpdesk request tickets in a timely fashion.

· Performance Monitoring and Reporting: Monitor system performance and usage metrics, generate regular reports and dashboards to track key performance indicators (KPIs), and provide insights to stakeholders.

o Regular CRM reporting includes: Customer accounts, pipelines, on time delivery, and other deliverables available through CRM reporting

o CRM reporting standards and data integrity are provided by the organization for compliance

· Process Improvement: Continuously assess and improve CRM-related processes and workflows to enhance efficiency, usability, and user satisfaction.

· Documentation and Knowledge Sharing: Document CRM system configurations, processes, and best practices, and facilitate knowledge sharing sessions to empower users and promote self-service support.

EXPERIENCE & SKILLS TO BE CONSIDERED

· Bachelor’s degree or relevant experience in Business Administration, IT or related field

· 2+ years’ experience as a CRM administrator working on any type of CRM platform (Oracle Sales, Salesforce, MS Dynamics)

· Excellent analytical and problem-solving skills, with the ability to troubleshoot issues and implement effective solutions.

· Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.

· Detail-oriented and highly organized, with the ability to manage multiple tasks and priorities in a high volume environment.

WHAT IS INCLUDED?

· Flexible work schedule; in office 1-2 days/week, work from home the rest of the week

· Work from home setup is provided (dual monitors, keyboard, mouse, laptop, company cell phone)

BENEFITS

Full Time Associates are eligible for benefits after 30 days of employment. You may also enroll eligible dependents (Legal Spouse, Children through the age of 26 and/or Children you are required to cover due to court order.)

· Health Plans

o Medical Insurance

§ Prescription Drug Plan

o Dental Insurance

o Vision Insurance

· Tax Savings

o Flexible Spending Account (FSA)

o Limited Purpose Flexible Spending Account (LPFSA)

o Health Savings Account (HSA)

o Dependent Care Account (DCFSA)

· Financial Security

o Disability Insurance

§ Company Paid

o Life and Accidental Death & Dismemberment (AD&D)

§ Company provides 1x base salary in Group Basic Term Life and AD&D Insurance

o 401(k) Plan

§ Company Match

§ Profit Sharing (Eligible after 1 year of service)

· Voluntary Benefits (Critical Illness, Legal Services, Identity Theft Protection and Pet Insurance)

· Additional Benefits (Paid Time Off, Employee Assistance Program, Tuition Reimbursement, Milestone & Anniversary Gifts, Philanthropy/Corporate Contributions, Associate Giving Fund and Discount Programs)

WORKING CONDITIONS

Working in an office as well as a warehouse environment with possible exposure to extreme temperatures for short periods of time. Use of computer and terminal to gather data and generate reports and memos. Must be able to deal with strict deadlines, upset customers and technicians. From time to time, must work on equipment in the field. At which time, could be exposed to varying environments at the customer’s site, including potential exposure to dangerous chemicals and solvents if proper safety procedures are not followed. Overnight travel at short notice may be required.

PHYSICAL REQUIREMENTS Ability to perform moderate physical work, exerting more than 50 pounds of force occasionally, up to 25 pounds frequently, performing such activities as climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, and grasping. Must be able to sit for long periods of time for travel and sedentary work.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Carolina Handling to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Requirements