CRM IT Analyst

Carmeuse, a global leader in the lime and mineral industry, is seeking a skilled CRM IT Analyst to support and continuously improve our Customer 360 Salesforce platform across the Americas. In this role, you will be the primary IT point of contact for our Sales, Customer Service, and Commercial teams, ensuring the Salesforce ecosystem – including our B2B eCommerce (Digital Commerce) experience – runs reliably and evolves to meet business needs.

You will partner closely with regional business stakeholders and our global digital team to gather requirements, configure and enhance the platform, manage integrations, drive user adoption, and resolve incidents. This is a hands-on role for someone who thrives at the intersection of technology and business, and who is passionate about delivering a connected, trusted customer experience.

Responsibilities & Duties

• Serve as the primary IT analyst for the Salesforce Customer 360 platform across the Americas, delivering day-to-day functional support to Sales, Service, and Commercial users.
• Manage the incident, service request, and enhancement queue for the region – triaging, troubleshooting, and resolving application issues within agreed SLAs.
• Manage data quality: Imports, exports, deduplication and integrity checks (Data Loader)
• Provide time-zone-aligned support for Americas business hours and coordinate hand-offs with global support teams.
• Support and enhance the Salesforce B2B Commerce platform for self-service ordering and improve the digital buying experience.
• Build and maintain reports and dashboards that give the business clear visibility into sales, service, and commerce performance.
• Maintain and support integrations between Salesforce and other systems (ERP, marketing automation, etc.)
• Support master data alignment (customer, material/product, pricing) to ensure consistent, trusted data across the customer landscape.
• Provide end-user training, create support documentation and user guides, and champion adoption across Americas teams.
• Drive process improvements and contribute to a roadmap of platform enhancements for the region.

Job Qualifications:

Required

• 5+ years of experience supporting or implementing Salesforce, with hands-on configuration of Sales, Service, and/or Experience Cloud.
• Demonstrated experience with Salesforce B2B Commerce (Digital Commerce / B2B eCommerce), including storefront, pricing, and order workflows.
• Strong experience gathering business requirements and translating them into Salesforce solutions.
• Declarative configuration: objects. fields, flow/process Builder, validation rules, page layouts, reports & dashboards
• Change Management: Sandbox Management, deployment/release process.
• Experience supporting integrations between Salesforce and enterprise systems (e.g., SAP or other ERP).
• Troubleshooting, production support and Cross-functional stakeholder-management experience.
• Ability to support Americas business hours and collaborate with globally distributed teams.

Preferred

• Salesforce certifications such as Administrator (ADM 201), Platform App Builder, or B2B Commerce Administrator.
• Familiarity with the order-to-cash process and Salesforce–ERP (SAP) integration patterns.
• Basic Apex/Visualforce/LWC exposure (to work with dev teams, even if not coding themselves)
• Experience in a manufacturing, industrial, or B2B distribution environment is a plus.
• Bachelor’s degree in information systems, Computer Science, Business, or related field.

Benefits & Compensation:

• Annual Base Salary Range of $109,000 - $122,000, depending on experience
• Paid holidays and vacation time
• Group medical/pharmacy insurance options with company funded health care spending accounts
• Dental insurance & Vision insurance
• A 401k account with company matching contribution
• Company-paid life insurance and short-term and long-term disability insurance
• Options to purchase additional life insurance (employee, spouse, and child) and additional employee long-term disability insurance.
• Employee Assistance Program (EAP)
• Tuition benefits including professional certifications