Job Location: Nazareth, PA
Job Detail:
Summary Description:
The Salesforce Business Analyst will be the technical and operational lead driving the day-to-day operation and reporting capabilities of the Salesforce platform within Martin Guitars’ sales and customer service departments. As a go-to resource on Salesforce implementation and improvement, he or she will serve as the liaison between sales and IT (as well as other departments on an as needed basis) on special projects and platform enhancements to improve internal workflows, data collection and user friendliness of the platform for employees and customers.
Specific Duties & Responsibilities:
1. Manage and optimize contacts and records.
2. Cross-departmental process mapping
3. Developing dashboards for and reporting on key sales and customer service metrics
4. Training and onboarding sales and customer service representatives as new technologies are introduced
5. Dealer/Contact Management
o Manage and help to streamline contacts for district sales management.
o Onboard dealers, support contract renewals and manage assets.
6. Workflow/Interface Design
o Develop user stories and to-be process flows to support the design and development of Salesforce solutions.
7. Tool Development and Training
o Onboard customer service staff on CRM processes and protocols for email, phone and chat inquiries.
o Manage and train on new Salesforce technologies and processes.
8. Data Analysis and Reporting Development
o Provide detailed reporting analysis of Customer Service and Sales performance.
o Track attendance, leads and sell-through at Martin in-store events.
o Monitor and analyze sell-through data.
9. Cross-Functional Project Management
o Assist and support Marketing, Information Technology, and other departments with technical implementations within the Salesforce environment.
o Support direct-to-consumer channels and CRM integration.
10. Treat coworkers and visitors equally without regard to race, age, creed, color, religion, gender, national origin, alienage, ancestry, citizenship status, sex, marital status, arrest record, gender identity, veteran status, disability or handicap, sexual orientation, genetic information, or any other characteristic protected by applicable federal, state or local laws.
Position Requirements:
· At least 3-5+ years of experience as a business systems analyst.
· Bachelor’s degree in a related field required.
· Advanced certification in Salesforce administration required.
· Proficiency in Microsoft Office programs, particularly Outlook, Word and Excel.
· Experience interpreting large quantities of data, and knowledge of data structures and systems.
· Experience with business process definition, process mapping, workflow design and reengineering.
· Excellent oral and written communication skills.
· Excellent organizational skills.
· Comfortable interfacing with multiple departments and employees at multiple levels.
· Superior project management and multitasking ability.
· Superior attention to detail.
Core Competencies:
· Adaptability
· Communication
· Decision Making
· Planning & Organizing Work
· Commitment to Personal Learning/Knowledge Growth
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