Experienced Salesforce Service Cloud Consultant for eCommerce Environment
Lampenwelt GmbH
Contact person: Florian Wüst
Eindhoven, Netherlands80% remoteFreelanceasap100% workload
End client
ITDescription
We are looking for an experienced Salesforce Service Cloud Consultant to help shape and scale a modern, data-driven Customer Service organization within a dynamic eCommerce environment. The focus of this role goes beyond standard configuration. You will actively design and implement a scalable and reliable service architecture, enabling efficient case handling, intelligent routing, and measurable service performance. You will work closely with business and product stakeholders to evolve Customer Service into a high-performing, insight-driven function.
Main Responsibilities:
• Design and implement a modern Service Cloud architecture aligned with scalable Customer Service operations
• Translate business needs into efficient, automated service processes with a strong focus on reducing manual effort
• Configure and optimize Case Management (complex flows, prioritization, escalation models), Omni-Channel routing (skills-based, capacity-based, real-time balancing), and Service Console and agent experience
• Build and enhance automation using Apex, Rest API, Flow and Lightning Web Component
• Implement and structure Knowledge Management for self-service and agent efficiency
• Ensure data model consistency and scalability across service processes
• Collaborate with engineering teams on integrations and system boundaries
Requirements:
• Extensive experience as a Salesforce Service Cloud Consultant (5+ years preferred)
• Proven track record in building or transforming modern Customer Service setups (not just maintaining legacy setups)
• Strong technical capabilities in Omni-Channel configuration, Service Cloud data model design, automation architecture, performance optimization, Apex development, Lightning Web Components, REST API integrations, Batch Apex & asynchronous processing, and advanced Flow design
• Architecture & integration mindset with experience in API-based integrations and understanding of system landscapes
• Strong ownership mindset with the ability to drive topics independently
• Experience working in cross-functional, agile product teams
• Fluent in English
Nice to Have:
• Experience in high-volume customer service environments
• Salesforce certifications
• Experience with Einstein/AI features in Service Cloud, self-service portals/Experience Cloud, and data-driven service optimization
Project Details:
• Start: ASAP
• Duration: 3 months, extension possible
• Workload: 4-5 days/week
• Location: Remote (EU timezone preferred)
• Language: English
Main Responsibilities:
• Design and implement a modern Service Cloud architecture aligned with scalable Customer Service operations
• Translate business needs into efficient, automated service processes with a strong focus on reducing manual effort
• Configure and optimize Case Management (complex flows, prioritization, escalation models), Omni-Channel routing (skills-based, capacity-based, real-time balancing), and Service Console and agent experience
• Build and enhance automation using Apex, Rest API, Flow and Lightning Web Component
• Implement and structure Knowledge Management for self-service and agent efficiency
• Ensure data model consistency and scalability across service processes
• Collaborate with engineering teams on integrations and system boundaries
Requirements:
• Extensive experience as a Salesforce Service Cloud Consultant (5+ years preferred)
• Proven track record in building or transforming modern Customer Service setups (not just maintaining legacy setups)
• Strong technical capabilities in Omni-Channel configuration, Service Cloud data model design, automation architecture, performance optimization, Apex development, Lightning Web Components, REST API integrations, Batch Apex & asynchronous processing, and advanced Flow design
• Architecture & integration mindset with experience in API-based integrations and understanding of system landscapes
• Strong ownership mindset with the ability to drive topics independently
• Experience working in cross-functional, agile product teams
• Fluent in English
Nice to Have:
• Experience in high-volume customer service environments
• Salesforce certifications
• Experience with Einstein/AI features in Service Cloud, self-service portals/Experience Cloud, and data-driven service optimization
Project Details:
• Start: ASAP
• Duration: 3 months, extension possible
• Workload: 4-5 days/week
• Location: Remote (EU timezone preferred)
• Language: English