Customer & Sales Support Representative, Salesforce Specialist

Are you looking to play a critical role in improving people’s lives and positively changing the drug testing of tomorrow?

Why FFL?

At Forensic Fluids Laboratories Inc., we provide fast, accurate drug testing results using the best technology available, done by professionally trained team members and backed by expert testimony.

Location: This position is onsite at our facility in Kalamazoo, MI.

As a Salesforce Expert & Customer/Sales Support team member at FFL, you will:

• develop/review procedures and training materials for the department; train Sales, Sales Support, and others how to use Salesforce Lightning.
• have expertise in Salesforce (both Classic & Lightning preferred).
• ensure Customer Support maintains all customer profiles in Salesforce.
• support the department by answering phone calls and email questions from customers regarding drug testing results, specimen processing, and the drug testing process. 
• enter new customers into LIMS system. Create LIMS profile and maintain that profile to include changes in contact information, completion of training certifications, and other relevant information.
• use LIMS system to look up test results, enter customer orders, and train others to do the same.
• initiate incident reports when data entry or processing errors are discovered and provide the original report to the department involved and a copy to the Laboratory Director.
• help Sales with setting up Scientific Result Reviews and with customer retention.
• find a way to “archive” customers in Salesforce.
• promote new or additional services to new and established customers.
• always maintain HIPAA confidentiality and ACCURACY.
• ensure maintenance of standardized customer call metrics using Salesforce.

How will you impact the company?

• You lead by example.
• You improve our relationships, effectiveness, and retention of our customers.
• You build a positive brand for FFL as we expand our markets.
• You create a culture of success, high performance and happiness.

What valuable experience and skills will you bring to the table?

• Bachelor’s Degree and ten (10) years or more of Salesforce power use, training, and process implementation.
• Customer Support/Sales experience and/or training. 
• Previous administrative experience in a Sales and/or laboratory environment is preferred.
• Other required skills include the ability to work independently, manage time effectively, and exercise good judgment and initiative. Must have excellent interpersonal and organizational skills, and the ability to proactively solve problems, plan and coordinate projects, multitask and prioritize, and accurately proofread materials and communications. Knowledge of Microsoft Office software is desired.

Forensic Fluids Laboratories is committed to supporting our team members with a complete benefit package including 401(k) with company match and more.

Is FFL the place for you? We would love to have you apply. Please submit here.