POSITION TITLE: CRM Product Specialist, Customer Experience

REPORTING TO: Senior Manager, Customer Experience

LOCATION:Cebu, Philippines

Summary Description:

We are looking for a self-motivated, tech-savvy, and forward-thinking individual to help us accelerate our Salesforce CRM journey to offer a seamless, 360-degree view of our customer base. This is a key role that will help improve the ways in which our customers interact with us and how we track our interactions with customers, with a tremendous focus on speed and quality of information flow. This role will be responsible for understanding sales & service processes, working with various business and technology functions across the enterprise to find opportunities to automate, optimize processes, and continuously improve overall CRM functions.

Job Description

Lead the identification, design, and implementation of Salesforce improvements to streamline workflows, reduce manual effort, and improve organizational efficiency
Salesforce user support / troubleshooting
Analysis of business processes, gathering technical requirements from end users and business leaders
Salesforce no-code development in line with business requirements
Testing & release of technical solutions, following a governance framework
Bridge the gap between business operations and Dover Digital coding developers
Manage automated systems, develop no-code/low-code tools, and ensure high-quality, scalable process improvements.
Build and own Salesforce business functions within the tool and documentation
Ownership of the CRM tool, including object schema, automation, design and user training.
Build flows, page layouts, macros, and more to streamline tasks and increase productivity. Management of reports / dashboards.

Qualifications and Educational Requirements:

Bachelor's Degree (Business, Operations Management or Information Technology)
5+ years Salesforce administration / development experience
3+ years of Business analyst experience, working directly with leaders of business functions
An expert in Salesforce and connected solutions
Excellent verbal and written communication skills

Preferred Qualifications

Salesforce Certified Administrator
Salesforce Platform App Builder Certification

Fit for the role

Strong ability to analyze complex processes, identify bottlenecks, and develop data-driven solutions.
Ability to analyze current Salesforce setup & identify room for improvement
Strong experience as a Salesforce administrator, building custom objects, no-code flows, page layouts, reports & dashboards, analytics required
Experience with Apex coding, Lightning Web Components, Visualforce preferred
Proficiency with Salesforce data loader tools, API integrations, and databases
Must be capable of working in an extremely fast-paced environment requiring strong problem-solving, planning, time management, and communication skills.
High degree of project management, process management and process improvement capabilities, including analytical skills to support action planning and decision making.
Excellent verbal and written skills for cross-functional collaboration and documentation.
Strong professional presence and high ethical standards of conduct including the ability to handle confidential information with great sensitivity

COMPANY OVERVIEW

Dover Business Services (DBS) is an independent business to business service provider within Dover Corporation, a diversified global manufacturer with annual revenues of $7.5 billion. DBS is accountable for delivering selected transactional services in Finance, IT and HR to the entire organization. With locations in Hamilton, Ohio, Dundee, Scotland and soon to be Suzhou, China, DBS centers operate across the globe to maximize service to our operating companies (OpCos).

Dover Corporation deliver's innovative equipment and components, specialty systems and support services through four major operating segments: Energy, Engineered Systems, Fluids, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for nearly 60 years, our team of over 27,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under DOV.