Service Operations Specialist

Position Overview

Responsible for overseeing Salesforce Service Cloud configurations, facilitating data integrity between Salesforce and QAD, and driving process improvements to enhance service efficiency. Managing work order batch generation, supporting field inventory initiatives, developing training materials, and maintaining reports and dashboards to track service performance. Experience in service operations, business analysis, or process improvement—particularly in Hands-on experience with Salesforce Service Cloud and familiarity with QAD ERP are preferred, along with a background in process improvement methodologies.

Job Functions:

• Generate batch work orders using SFDC Dataloader as needed.
• Support field inventory management and administer inventory locations.
• Develop and maintain Salesforce training materials and work instructions for service and support staff.
• Work with training team to implement SFDC training program.
• Act as a liaison between SFDC, QAD development teams, and service/support teams to represent business needs.
• Collaborate with supply chain and service logistics to manage QAD-SFDC interactions.
• Maintain company assets required for job functions.
• Ensure data accuracy and integrity between Salesforce and QAD in coordination with IT and business users.
• Create and maintain reports and dashboards to track service performance, KPIs, and compliance.
• Support data migration, cleansing, and integration initiatives.
• Gather and document business requirements from service teams and identify process improvement opportunities.
• Develop process maps, workflows, and functional specifications to enhance efficiency.
• Customize, configure, and maintain Salesforce to support service operations.
• Manage user roles, permissions, security settings, and compliance reporting.
• Support audits and regulatory compliance efforts.