Position: Salesforce Specialist We are seeking a talented Salesforce Specialist to join our team. The position works “on the edges” of the Salesforce platform. We are seeking someone who will develop our CRMA and Chatbot functionality. The ideal candidate will have experience working with Salesforce CRMA, Report Building in the CRMA environment and chatbots; building conversational flows, and integrating Salesforce Einstein AI capabilities. This role is perfect for someone who is passionate about leveraging complex data streams to visualize information, and then working with AI to create seamless and intuitive customer experiences that drive engagement and satisfaction. As a Salesforce Specialist, you will be responsible for designing, developing, and implementing CRMA dashboards, Analytics Studio reports and innovative chatbot solutions that surface Customer Insights. You will work closely with business stakeholders to understand business requirements and translate them into charts and, scalable chatbot features. This is a great opportunity for someone who enjoys working on cutting-edge technology and is eager to make a meaningful impact. Core Responsibilities & Duties: + Build and maintain our current suite of CRMA based charts, recipes, and dataflows to provide visualizations to the Sales teams + Build and maintain chatbot conversation flows, user journeys, and system integrations to ensure a smooth and consistent experience + Manage Salesforce configuration changes, including but not limited to flow, fields, page layouts, dynamic layouts, actions, and custom settings + Create and maintain comprehensive documentation of system configurations, processes, and procedures + Work with team members to integrate Salesforce with other systems, ensuring seamless data flow and integration points + Work with developers on end-to-end technical solutions using Salesforce, ensuring alignment with business objectives and requirements + Monitors components of the Salesforce Chat platform, troubleshooting errors and providing technical support + Provide support for production issues both during and outside of business hours + Other duties as assigned Qualifications: + Experience with building Salesforce CRMA reports and dashboards + 3+ years of experience in developing Salesforce Einstein chatbots or other bots such as (Google, IBM, Salesforce, Azure, etc.), including designing and implementing conversation flows + Experience with implementing custom functionality using Salesforce features like custom objects, workflows, validation rules, automation, formulas, and page layouts + Experience with Salesforce Einstein AI features, such as Prompt Builder and Copilot, is highly preferred, as well as familiarity with other Salesforce AI tools and capabilities + Familiarity with at least one: Salesforce Service Cloud, Sales Cloud, and other related Salesforce products to build integrated solutions + Familiarity with project management and change management tools such as ServiceNow Agile or JIRA + Excellent problem-solving skills, attention to detail, and the ability to work effectively in a collaborative, cross-functional environment + Ability to quickly learn new technologies and adapt to changing requirements and business needs Skills: + Experience with the Salesforce CRMA development ecosystem, including Recipes, Apex, SOQL, SOSL, Lighting, and Visualforce + Salesforce Certified Administrator certification + Experience in cloud technologies and programming methods + Knowledge of cloud technologies, operating systems, networking and security + Salesforce certifications related to CRMA, and chatbot development, or Salesforce chatbots + Strong communication skills to effectively work with both technical and non-technical stakeholders, including providing training and support as needed Forward Air is an Equal Opportunity employer About Us Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base. Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry. Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication About the Team