Salesforce Business Analyst

Job Summary

We are seeking a Salesforce Business Analyst with strong experience in Sales Cloud and Service Cloud and a solid understanding of the Transportation & Logistics domain (LTL, FTL, 3PL, Freight Brokerage, or Supply Chain). This role will act as a bridge between business stakeholders and technical teams, ensuring Salesforce solutions align with sales, pricing, customer service, and operational workflows.

Key Responsibilities

• Partner with Sales, Customer Service, Pricing, and Operations teams to gather, analyze, and document business requirements
• Translate logistics and freight business processes into Salesforce functional requirements and user stories
• Lead discovery workshops, process mapping, and gap analysis sessions
• Create clear documentation including BRDs, FRDs, user stories, and acceptance criteria

• Collaborate with admins and developers on configuration vs customization decisions

• Understand freight business models including:
• LTL / FTL sales and pricing
• Lane-based pricing and contracts
• Yield and margin management
• Shipment visibility and exception handling
• Support Salesforce–TMS integration use cases:
• Shipment status updates
• Exception-driven case creation
• Revenue, cost, and margin visibility
• Ensure Salesforce supports operational realities such as pickups, delivery commitments, and service failures
• Configure and optimize Salesforce Sales Cloud features:
• Leads, Accounts, Contacts, Opportunities
• Quotes, pricing workflows, and approvals
• Pipeline and forecasting models
• Support Salesforce Service Cloud capabilities:
• Case management and escalation workflows
• SLA tracking and Omni-Channel routing
• Knowledge articles and service processes

• Act as the primary liaison between business users and Salesforce delivery teams
• Facilitate backlog grooming, sprint planning, and UAT sessions
• Validate solutions through UAT and ensure business sign-off
• Support change management, training, and post-go-live adoption

• Define KPIs and reporting requirements for:
• Sales performance and pipeline
• Revenue per shipment / CWT
• Customer retention and churn
• Service performance and exceptions
• Work with Salesforce reports and dashboards to deliver actionable insights

Experience

• 6–10 years of experience as a Business Analyst
• 3+ years of hands-on Salesforce experience (Sales Cloud and Service Cloud)
• Proven experience in Transportation & Logistics, Freight, LTL, 3PL, or Supply Chain domains
• Experience working in Agile / Scrum delivery environments

• Salesforce Sales Cloud and Service Cloud data models
• Opportunity, Quote, and Case lifecycles
• Salesforce security and sharing concepts
• Experience writing user stories for Salesforce configuration and development
• Ability to collaborate effectively with Admins, Developers, and Architects

• LTL / FTL pricing and contracts
• Lane-based sales models
• Shipment lifecycle and exception management
• Freight customer service workflows
• Integration touchpoints with TMS platforms (McLeod, MercuryGate, SAP TM, OTM, Manhattan, etc.)

• Salesforce Certifications required including Certified Business Analyst, Salesforce Administrator, Sales Cloud or Service Cloud Consultant

• Excellent communication and stakeholder management skills
• Ability to translate complex logistics concepts into clear Salesforce solutions
• Strong analytical and problem-solving mindset
• Comfortable working with distributed teams and senior leadership