Salesforce Administrator

Salesforce Administrator - Customer Care Technology (all genders)

Berlin | Full time

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.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit.

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process.

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.

WE'D LOVE TO MEET YOU IF…

A Salesforce Administrator in a Customer Care product environment needs a blend of technical Salesforce skills and customer care business knowledge. Key requirements include:

• Salesforce Expertise: Deep understanding of Service Cloud, including case management, Omni-Channel routing, user/role/permission management, and Flow automation. Experience with Lightning App Builder, page layouts, record types, and validation rules is also essential. 3+ years of experience is desired.

• Data Analysis & Reporting: Strong skills in creating reports and dashboards to provide insights and drive operational improvements. Ability to troubleshoot user issues and system performance challenges using these tools.

• Enterprise Scale Experience: Experience building and maintaining Salesforce solutions that support high-volume customer interactions, complex security models, and performance optimization. This includes ensuring scalability and adhering to governance best practices.

• Business Acumen: Understanding of customer care operations and processes.

• Soft Skills: Excellent conceptual and analytical skills, a results-oriented mindset, and the ability to collaborate effectively with diverse teams and stakeholders. Fluent English is required.

OUR OFFER

Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• Employee shares program

• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners

• 2 paid volunteering days a year

• Hybrid working model with 60% remote per week, actual practice is up to each team to best support their collaboration

• Work from abroad for up to 30 working days a year

• 27 days of vacation a year to start

• Relocation assistance available (subject to prior agreement)

• Family services, including counseling and support

• Health and wellbeing options (including Gympass)

• Mental health support and coaching are available