Salesforce Administrator - Customer Care Technology (all genders) at Zalando

Berlin, Berlin, Germany

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, RetailIndustries

Requirements

Deep understanding of Service Cloud, including case management, Omni-Channel routing, user/role/permission management, and Flow automation
Experience with Lightning App Builder, page layouts, record types, and validation rules
3+ years of experience as a Salesforce Administrator
Strong skills in creating reports and dashboards to provide insights and drive operational improvements
Ability to troubleshoot issues

Responsibilities

User Management: Managing user roles, permissions, and access to ensure appropriate access levels for customer care specialists
Service Cloud Administration: Focusing on Service Cloud setup and configuration, including Case Management (configuring and maintaining features related to case creation, assignment, escalation, and resolution)
Flow Building: Designing and implementing flows to automate business processes (e.g., automating case routing, email notifications, or other repetitive tasks)
General Admin Setup: Handling day-to-day administrative tasks within Salesforce, such as creating and modifying page layouts, fields, reports, and dashboards
Collaboration and Support: Working closely with Salesforce engineers, other administrators, incident managers, and customer care specialists to troubleshoot issues, implement solutions, and ensure smooth operation of the Salesforce platform
Continuous Improvement: Identifying opportunities to optimize the platform, leverage new technologies like AI and automation, and stay up-to-date with Salesforce releases and best practices
Configuring, managing, and optimizing Salesforce solutions to support customer care operations
Integrating Salesforce with other systems, such as AI-powered tools
Supporting strategic projects like Loyalty programs and Fraud prevention
Collaborating with various teams (Customer Care, Operations, Product, and other IT teams) to ensure solutions meet business needs

Skills

Key technologies and capabilities for this role

SalesforceApexLightning Web ComponentsFlowsAPIsSalesforce AdministrationSystem Integration

Questions & Answers

Common questions about this position

What is the salary for this Salesforce Administrator role?

This information is not specified in the job description.

Is this Salesforce Administrator position remote or office-based?

This information is not specified in the job description.

What key skills are needed for the Salesforce Administrator role?

Key skills include Salesforce administration with focus on Service Cloud, user management, flow building, and general admin setup like page layouts, reports, and dashboards. Experience with technologies like Apex, Lightning Web Components, Flows, and APIs is highlighted.

What is the team like for this Salesforce Administrator position?

The role is in Zalando's Customer Care Technology team, supporting over 4,500 customer care specialists serving 50 million customers. It involves collaboration with Customer Care, Operations, Product, and other IT teams.

What is Zalando's company culture like for this role?

Zalando emphasizes an inclusive culture by design, with a supportive environment offering personal development opportunities. They prioritize diversity and inclusion, assessing candidates on qualifications and merit without discrimination.

Zalando

European online fashion retail marketplace

About Zalando

Zalando operates as a major e-commerce platform in Europe, focusing on fashion and lifestyle products. It allows customers to shop for a wide variety of clothing, shoes, and accessories from both established and emerging brands through its website and mobile app. The platform generates revenue by selling products directly to consumers and earning commissions from third-party sellers who list their items on Zalando. A key feature of Zalando is its commitment to providing a smooth shopping experience, which includes free delivery and returns, a large selection of products, and personalized recommendations. Zalando Plus, a premium membership program, offers additional benefits like faster shipping and exclusive deals. The company distinguishes itself from competitors by investing in technology and logistics to enhance customer satisfaction and streamline operations.

Berlin, GermanyHeadquarters

2008Year Founded

$149.8MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Paid Vacation

Hybrid Work Options

Company Equity

Professional Development Budget

Visa Support

Wellness Program

Risks

Acquisition of About You may strain financial resources and affect profitability.

Virtual Fitting Room may face technological challenges and user adoption issues.

Competition from Vestiaire Collective's AI advancements could threaten Zalando's market position.

Differentiation

Zalando offers a seamless shopping experience with free delivery and returns.

The company invests heavily in technology for efficient operations and customer satisfaction.

Zalando's wide selection includes both well-known and emerging fashion brands.

Upsides

Acquisition of About You could expand market share in European fashion e-commerce.

Virtual Fitting Room may reduce return rates and improve customer satisfaction.

Zalando Partner platform could enhance third-party seller experience and increase commission revenue.

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