Senior Salesforce Administrator

Description

Position Summary

The Senior Salesforce Administrator is responsible for the day-to-day ownership, administration, optimization, and continued development of G10 Fulfillment's Salesforce environment. This role partners closely with Merchant Care, Operations, Sales, Finance, Technology, and other business teams to translate business needs into scalable Salesforce solutions.

The ideal candidate is a hands-on Salesforce expert who can independently administer and troubleshoot the platform, build and optimize automation, support Service Cloud and case management processes, maintain integrations and data quality, and continuously improve the user experience.

This individual should be comfortable inheriting an active Salesforce environment, understanding existing automation and dependencies, identifying opportunities to simplify or improve processes, and making thoughtful changes without disrupting business operations.

Key Responsibilities

Salesforce Administration & Platform Ownership

• Serve as the primary day-to-day administrator and subject matter expert for G10's Salesforce environment.
• Manage users, roles, permission sets, queues, sharing, record types, page layouts, Lightning Record Pages, Dynamic Forms, validation rules, and other platform configuration.
• Maintain platform security, user access, data integrity, and overall system health.
• Monitor Salesforce functionality and proactively identify opportunities to improve performance, usability, scalability, and adoption.
• Troubleshoot platform issues and identify root causes rather than relying solely on temporary workarounds.
• Maintain documentation of Salesforce configuration, automation, dependencies, business processes, and administrative procedures.

Service Cloud & Case Management

• Own and continuously improve G10's Salesforce Service Cloud environment.
• Configure and maintain Cases, Email-to-Case, queues, assignment logic, routing, escalation processes, and notifications.
• Manage Entitlements, Milestones, Business Hours, and SLA tracking.
• Support both merchant-facing and internal operational case workflows.
• Design scalable routing and ownership logic based on business requirements such as request type, warehouse, team, merchant, or other operational criteria.
• Improve the agent experience by ensuring relevant information is easy to access while reducing unnecessary fields, clicks, and manual processes.

Automation & Solution Design

• Design, build, maintain, and troubleshoot Salesforce Flow automation, including Record-Triggered, Screen, Scheduled, and Autolaunched Flows.
• Evaluate existing automation before creating new processes to minimize duplication and unnecessary technical complexity.
• Understand Salesforce order of execution and troubleshoot automation conflicts, recursion, timing issues, and unexpected system behavior.
• Use a declarative-first approach while recognizing when Apex, integrations, or development support may be more appropriate.
• Review and understand existing Apex classes, triggers, and test classes sufficiently to troubleshoot issues and partner effectively with development resources.
• Build scalable solutions that avoid unnecessary hard-coding of individual users, teams, warehouse locations, or business rules.

Business Process Design & Continuous Improvement

• Partner directly with business stakeholders to understand operational challenges and translate requirements into Salesforce solutions.
• Conduct process discovery to understand how work is performed before designing or modifying Salesforce functionality.
• Recommend alternative approaches when requested solutions may introduce unnecessary complexity or long-term maintenance challenges.
• Identify opportunities to reduce manual work and move appropriate processes currently managed through email, spreadsheets, or other systems into Salesforce.
• Support continued development of Salesforce as a central operational platform for G10.
• Balance immediate business needs with long-term platform scalability and maintainability.

Integrations & Data Management

• Support Salesforce integrations with G10's WMS, ERP, data warehouse, reporting tools, and other operational platforms.
• Partner with internal and external technical resources on API-based integrations and data movement between Salesforce and other systems.
• Understand system-of-record ownership, field mappings, integration dependencies, and data synchronization requirements.
• Troubleshoot integration issues and help determine whether problems originate within Salesforce or an external system.
• Support data imports, updates, cleanup, deduplication, and ongoing data-quality initiatives.
• Ensure Salesforce data is structured appropriately for downstream analytics and reporting.

Reporting & Analytics

• Build and maintain Salesforce reports and dashboards that provide actionable visibility into business and operational performance.
• Develop reporting around case volume, SLA performance, response and resolution times, ownership, workload, merchant activity, operational requests, and other business metrics.
• Partner with business and analytics teams to ensure reporting definitions and underlying data are accurate and consistent.
• Support Salesforce data used in Power BI or other reporting platforms.

Testing, Releases & Governance

• Manage Salesforce changes through appropriate development, testing, UAT, and production deployment processes.
• Develop and execute test plans for new functionality and system changes.
• Assess downstream impacts before releasing configuration or automation changes.
• Monitor production changes following deployment and troubleshoot issues as needed.
• Establish and maintain Salesforce configuration, development, and governance standards.
• Maintain an organized backlog of defects, enhancements, technical debt, and platform improvements.
• Identify and reduce technical debt while maintaining business continuity.

Training & User Enablement

• Train employees on Salesforce functionality, workflows, and best practices.
• Create user documentation, job aids, and administrative runbooks.
• Partner with business leaders to improve user adoption and consistency.
• Translate technical Salesforce concepts into clear, practical guidance for nontechnical users.

Requirements

Skills

• Advanced hands-on expertise building and troubleshooting Salesforce Flow.
• Strong knowledge of Salesforce Service Cloud and Case Management, including Cases, Email-to-Case, Entitlements, Milestones, Business Hours, queues, routing, and assignment processes.
• Strong understanding of Salesforce security, permissions, record types, Lightning pages, validation rules, reports, and dashboards.
• Understanding of Salesforce order of execution and the ability to troubleshoot complex automation.
• Working knowledge of SOQL and the ability to read and understand Apex classes, triggers, and test classes.
• Strong analytical, problem-solving, documentation, and communication skills.
• Ability to operate independently while effectively partnering with technical and nontechnical stakeholders.
• Ability to prioritize competing platform needs in a fast-paced operational environment.

Education and Experience

Required

• 4+ years of hands-on Salesforce administration experience in a production Salesforce environment.
• Demonstrated experience independently administering or owning a Salesforce environment.
• Experience configuring and supporting Salesforce Service Cloud and Case Management.
• Experience supporting Salesforce integrations with external enterprise systems.
• Experience gathering requirements directly from business stakeholders and translating business needs into scalable technical solutions.
• Experience supporting production releases, testing, troubleshooting, and change management.

Preferred

• Bachelor's degree in Information Systems, Computer Science, Business, Operations, or a related field, or an equivalent combination of education and relevant professional experience.
• Salesforce Certified Administrator.
• Salesforce Advanced Administrator, Platform App Builder, and/or Service Cloud Consultant certifications.
• Salesforce Platform Developer I certification is a plus.
• Experience in logistics, 3PL, fulfillment, warehousing, supply chain, e-commerce, or another operationally complex environment.
• Experience supporting WMS, ERP, NetSuite, data warehouse, or similar enterprise-system integrations.
• Experience working with REST/SOAP APIs or other API-based integrations.
• Experience working alongside Salesforce developers or external implementation partners.
• Experience inheriting, stabilizing, or optimizing an existing Salesforce environment.
• Experience identifying and reducing Salesforce technical debt.

Physical Requirements

• Ability to perform computer-based work for extended periods of time.
• Ability to sit or stand for extended periods during the workday.
• Ability to communicate effectively through in-person meetings, video conferencing, phone, and electronic communication.
• Ability and willingness to periodically travel to G10's Delavan, Wisconsin headquarters and warehouse locations.
• Ability to work periodically within an active warehouse/fulfillment environment for process observation, requirements gathering, testing, training, or implementation support.
• Ability to comply with applicable warehouse and facility safety requirements.
• Ability to occasionally lift or carry standard office equipment or materials weighing up to approximately 20 lbs.

Performance Measures

• Salesforce system reliability and timely resolution of platform issues.
• Quality, scalability, and maintainability of Salesforce solutions.
• Reduction in manual processes and unnecessary administrative work.
• User adoption and satisfaction with Salesforce workflows.
• Accuracy and reliability of Salesforce data and reporting.
• Timeliness and quality of enhancements and production releases.
• Reduction of recurring system issues and technical debt.
• Quality of Salesforce documentation, governance, and administrative processes.
• Effectiveness of Salesforce solutions in supporting operational and business objectives.