Summary:

Customer Relationship Management (CRM) Specialist is responsible for bridging the gap between the company’s CRM computer systems and the users. CRM software is designed to help businesses manage customer data, marketing, customer support, business processes, automated sales, employee management, and other applications to meet customer and business needs.

CRM Specialist often has a strong information technology (IT) background and must interact with users from different departments and understand a range of applications (marketing services, sales, inventory, etc.) They must be able to educate users on how to correctly enter relevant data into the system and verify and reconcile the data that is entered. They may answer users' questions via phone or email and work with CRM system vendors. They must collaborate with department managers, technical writers, programmers, software engineers, system engineers, and other staff to achieve the CRM details that drive our customer experience, sales, and planning.

Technical skills:

• Implement and manage the company’s CRM platform
• Ensure all customer data is accurately recorded and kept up-to-date in the CRM system
• Train other staff members on the use of the CRM system
• Conduct regular audits of the CRM system to ensure data integrity
• Analyze customer interactions and data within the CRM system to provide feedback and recommendations for improving customer service and sales strategies
• Work closely with sales and marketing teams to ensure CRM system supports their needs
• Assist in the selection and implementation of new CRM tools as needed
• Manage and respond to customer queries through the CRM system
• Develop customer satisfaction metrics and then use the CRM system to track them

Responsibilities:

• Utilize database tools such as Excel, Power BI, SQL and programming languages, to collect and analyze new data sets.
• Manage the business department's needs for changes that drive new and existing goals
• Deliver insights on areas of growth, optimization, and improvements
• Support business intelligence and digital transformation with quantitative analysis
• Work cross-departmentally on data-driven strategies that improve business flow, process, and decision-making.

Requirements and Qualifications:

• Bachelor's Degree in Business, IT, or equivalent experience with strong demonstration of abilities
• Experience in Microsoft products namely D365, data analytics, supply chain, B2B environment, and reporting (3-5 Years)
• Experience using BI tools for data visualization and reporting (Power BI)
• SQL skills and experience
• Attention to detail