Freelance Salesforce Administrator - Customer Service

About PVH Corp:

PVH is one of the most admired fashion and lifestyle companies in the world.

We power brands that drive fashion forward for good.

Our brand portfolio includes the iconic CALVIN KLEIN and TOMMY HILFIGER. We market a variety of goods under these and other nationally and internationally known owned and licensed brands. PVH has over 40,000 associates operating in over 40 countries and $9.9 billion in annual revenues. That's the Power of Us. That’s the Power of PVH.

The Team:

Fitting within ECOM Europe, Customer Service Team is responsible for all the direct-to-consumer communication and support through the Call Center based in Lisbon, for both Tommy Hilfiger and Calvin Klein. ECOM Customer Service strives to ensure operational excellence that translates into an improved consumer-centric journey by building strong ties with other Teams within ECOM particularly and PVH as a whole. With a strong team of talented professionals managing CS operations, training and quality of services and working on projects to optimize and improve processes, Customer Service supports the growth of our websites tommy.com and calvinklein.com striving for outstanding quality service to our B2C customers.

The Position:

As a Salesforce Administrator within ECOM Customer Service Team, reporting directly to the Operational Excellence Manager, you will follow up and manage the ongoing development of the Customer Service Salesforce Service Cloud. You will support the day-to-day business functions of the Customer Service Team and the Call Center users, as well as reporting, systems integrations, workflows, and various Salesforce related projects. You will identify, develop, and deploy new business processes in collaboration with other stakeholders and the Customer Service Team. You must be proficient in Salesforce, Excel, and other key applications.

Key Responsibilities:

• Serve as primary system administrator for Salesforce Service Cloud within Customer Service by providing effective administration and maintenance of the tool and 3rd party integration

• Perform user maintenance, including access rules, profiles and roles for internal and contact center users

• Create and manage custom fields, objects, layouts, list views, triggers, user permissions, workflows

• Handle complex configurations, using workflow, flow and process and implement business process logic and relevant automations

• Address user questions, aggregate and prioritize user feedback, plan and provide them with technical support, consultation and training for the continuing development and maintenance of Salesforce Service Cloud

• Working closely with the product and development teams to deliver ongoing enhancements of the system to support organization goals and initiatives

• Keep abreast of new Salesforce release features and functionality and provide recommendations for process improvement, implement best practices to increase business performance relating to efficiency and improved service

The Ideal Candidate:

• Minimum 2 to 3 years of proven working experience in and knowledge of Salesforce Service Cloud

• Salesforce Administrator Certification is preferred

• Experienced with Microsoft Office applications, including Teams, Outlook, Word, Excel; Experience working with various operational, project management and ticketing systems e.g. JIRA, Confluence and Asana

• Experience with data cleansing and data management is a plus

• Able to prioritize a complex workload

• Proactive, self-motivated, multitasker and a good communicator

• Team player, supportive of team members and collaborative

• Sound judgment and excellent problem-solving skills, strong sense of ownership and accountability

• Fluent English speaker with excellent written and spoken communication skills

• Committed to putting customer at the heart of everything we do

• Be able to work from the office at least twice a week to enhance Team work and collaboration

PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity, and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.