Service Cloud implementation for contactcenters in an e-commerce business

Providing Solution Designs for the Salesforce Service Cloud implementation for B2C customer service within Philips

Analyze the customer processes, develop Salesforce objects, integrate Salesforce with SAP and the Datawarehouse, document processes and to support the Salesforce end-users.

Managing the implementation and development of our CRM tool from a functional point of view. My role consisted of gathering requirements, discussing them with our internal Salesforce developer/administrator (and our external implementation partner CRM Waypoint), process documentation, Salesforce trainings and supporting the Salesforce end-users on account management, case management and reports & dashboards (Salesforce & Qlikview).

Alongside the job of Sales Back Office Coordinator I have been training the managers and owners of the G-Star stores on their store management and store performance by using G-Star’s business intelligence tools.

Advising the managers of the G-Star stores about min/max stock levels, stock replenishment and buying, local marketing and visual merchandising.Training the local sales back offices in Amsterdam (HQ) in order to carry out a restructuring/decentralization of all offices. Training included the use of Salesforce (case management).