Join the LLR family of private equity-backed growth companies.

Position overview:
We are seeking an experienced professional to join our team as a Customer Relationship Management (CRM) Administrator. This individual will be responsible for managing customer relationship systems and administrative functions to help deliver a seamless customer experience. If you have experience managing and enhancing tools for contact centers and service teams - primarily Oracle Service Cloud and Five9 - this role is for you! Sitting at the intersection of Operations and Technology, this position involves system configuration, reporting, automation, and user support.

This is a fully remote role based in the United States.

A typical day in the life of a CRM Administrator:

• Serve as the system administrator for Oracle Service Cloud and Five9, managing configuration, maintenance, and troubleshooting.

• Monitor platform performance and resolve technical issues, user requests, and configuration errors.

• Design and implement efficient workflows, workspaces, business rules, and routing strategies to support ticketing and call center operations.

• Create and maintain custom fields and objects in Oracle Service Cloud to meet evolving business and reporting requirements.

• Build and manage IVR flows and skill-based routing in Five9.

• Collaborate with stakeholders across Operations, Client Services, and IT to gather requirements and translate them into system updates.

• Develop and maintain reporting and dashboards to track KPIs, agent performance, and client-specific metrics.

• Manage system integrations (e.g., API-based connections between Five9, Oracle Service Cloud, ERP systems, etc.).

• Provide training, documentation, and support to end users and internal teams.

• Stay up to date on platform releases and recommend improvements aligned with business goals.

• Maintain data integrity and support audit and cleanup activities.

The skills you’ll contribute to our diverse team:

• 2–5 years of experience in CRM setup and administration.

• Minimum of 2 years of hands-on experience with Oracle Service Cloud (required).

• Experience with Five9 is a plus.

• Proven ability to develop and manage SLA/KPI reporting and engage effectively with client sponsors.

• Strong analytical, communication, and interpersonal skills.

• Ability to manage multiple projects under tight deadlines and shifting priorities.

• Team-oriented with the ability to work independently in a fast-paced environment.

Who are we?

At SDI, we’re proud to help essential organizations across North America compete more effectively in a challenging global marketplace - and keep our economy moving. We do this by thinking differently, questioning conventional wisdom, and constantly challenging the status quo.

We’re evolving how leading manufacturers, multi-site retailers, and higher education institutions manage their maintenance, repair, and operations (MRO) supply chains - the critical flow of parts, materials, equipment, and consumables necessary to keep facilities running safely and efficiently. Every day, we help companies eliminate waste, reduce risk, and stay competitive on a rapidly changing world stage.

Why work for SDI?

The Philadelphia Inquirer named us a Top Workplace in 2023—and we take pride in supporting our employees. Here are just a few of the benefits we offer:

• Comprehensive health insurance (medical, dental, and vision).

• Training and development opportunities – 2023 winner of the People Accelerator award.

• Paid time off, wellness days, pet bereavement days, and 12 paid holidays.

• 401(k) with company match.

• Tuition reimbursement.

• Student loan repayment assistance.

• Reimbursement for safety shoes.

• Discounted tickets from a variety of vendors.

This bonus-eligible role has a pay range of $90,000 – $105,000 per year. Individual compensation is determined based on factors such as role level, relevant experience and skills, and location. Pay ranges are reviewed and typically updated annually. Offers are made within the applicable range at the time of hire.

Equal Employment Opportunity (EEO):

SDI is proud to be an equal opportunity employer committed to diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or any other legally protected characteristic.

If you require accommodation during any part of the application or hiring process due to a disability or special need, please contact us at hr@sdi.com. SDI participates in the E-Verify program.