Customer Relationship Management Administrator

Rated One of the Top Workplaces in the Greater Pittsburgh Area 2021-2023

Job Summary: The CRM Administrator is responsible for managing and optimizing the organization’s CRM systems to support effective customer relationship management. This role will oversee the coordination of staff involved in business systems, computer operations, and programming, ensuring sufficient use of technology resources. The CRM Administrator will work to enhance user experience, maintain data integrity, and implement system improvements that align with business goals.

Essential Duties and Responsibilities: The following list is intended to describe the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. The employer reserves the right to change or assign other duties to this position. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

• Team Coordination: Assign tasks and schedule workflows to ensure timely project completion.
• System Performance Monitoring: Track performance metrics such as transaction rates, response times, and processing volumes to maintain system efficiency.
• Problem Resolution: Analyze issues and system capabilities to develop solutions for improved procedures, alternative processing methods, communication, information flow, management reporting, and operation efficiency.
• Staff Training: Oversee training programs or personally train staff in the operation of information equipment.
• Program Management: Work with programming personnel to supervise the testing of new and revised programs and procedures.
• Data Systems Oversight: Manage the evaluation, development, and maintenance of data systems.
• System Requirements Identification: Identify system needs and direct creation of new and revised program instructions, monitoring their operational impacts.
• Error Management: Guide operators in locating and resolving error conditions, making minor program and input data revisions as necessary.
• Maintenance Coordination: Notify programming and maintenance personnel if errors or failures cannot be resolved internally.
• Schedule Adjustment: Modify operating schedules to accommodate delays.
• Reporting: Prepare of review records and reports on production, operations, and downtime.
• Quality Control: Recommend changes in programs, routines, and quality control standards.
• Stakeholder Collaboration: Engage with department heads, managers, supervisors, vendors, and others to solicit cooperation and resolve issues.
• Resource Development: Develop computer information resources, ensuring date security, strategic computing, and disaster recovery.
• Technology Recommendations: Present recommendations to management regarding the purchase and installation of hardware, software, and telecommunication equipment.
• Technology Awareness: Stay informed about technological advancements.
• CRM Tools Management: Manage and optimize CRM tools such as Microsoft Dynamics and others to enhance customer relationship management processes.

• Education: Bachelor’s degree required.
• Experience: Minimum of 5 years in data processing, system analysis design, and operations; 7 years preferred. At least 3 years of supervisory experience are preferred.
• Skills:
  • Expertise in programming and systems analysis
  • Strong analytical skills for problem solving and interpreting instructions.
  • Proficiency in project management for planning and executing projects of various sizes.
  • Excellent verbal, written, and analytical, and interpersonal skills.
  • Leadership abilities as a creative and competent team builder.
  • Proficiency in CRM tools such as Salesforce, HubSpot, or Microsoft Dynamics.
• Work Environment: Daylight Shift – Monday through Friday.

Compensation & Benefits:

• Medical, dental, and vision insurance plans.
• Company-paid life insurance and long-term disability coverage.
• Optional supplemental benefits.
• Paid time off (PTO) starting in your first year of employment.
• Seven (7) paid holidays annually.
• 401(k) plan with safe harbor match, including both traditional and Roth options.
• Business casual office environment
• Employee referral program with bonus opportunities.

-Direct Applicants Only - No Third-Party Recruiters-

Fire Fighter Sales and Service Co. is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, marital status, family responsibilities, pregnancy, genetic information, veteran, or military status.