Job Description

Overview
We are seeking a Salesforce CRM Administrator to manage and own the end-to-end lifecycle of customer support cases—from intake and routing through resolution. This role will be the functional administrator for case operations, ensuring our support organization is efficient and customer-centric. This role partners closely with Customer Management and Administration along with representatives from other functional areas within the business.

Responsibilities

• Case Intake, Routing and Workload Management
  • Maintain and manage Email-to-Case intake
  • Manage responses, email templates, case origin, and intake validation to ensure data completeness and consistency
  • Prevent duplicate and spam case creation
  • Maintain Case Assignment Rules, Escalation Rules, and presence statuses; configure holidays and business hours that drive SLAs.
  • Monitor real-time routing, identify bottlenecks and rebalance workloads proactively.
  • Maintain case statuses, fields and lifecycle transitions.

Soft Skills

• Process-oriented mindset with strong analytical and problem-solving abilities.
• Empathy for end users and customers; passion for frictionless support experiences.
• Clear communicator with facilitation skills for workshops, training, and stakeholder alignment.
• Salesforce experience is a plus

Requirements

• High School Diploma
• 1-2 years of Administrator experience in Aerospace or a manufacturing environment

Job Tags

Contract work,

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