Customer Data Specialist

Overview

The Customer Data Specialist’s responsibility is to analyze, collect, file, update and maintain customer data. Validate and set up new accounts.

Set up and maintain accurate account pricing, warranties, and preferences for Demant wholesale and network companies. Through proactive phone and email contact, the Customer Data Specialist works with the external and internal sales teams, strategic partners, and stakeholders, such as Managers, to audit the pricing and ensure data integrity across all customer records.

Monitor data accuracy using reports and dashboards. Validate data, determine the needs of the customers and the action plan to meet those needs.

Evaluates the Customer’s business case and rationale for pricing and set up. This role takes Direction from several roles including the Sr.

Director of Sales Operations, Director of Strategic accounts, Sr. Manager of CDM, and the Sr. Director of Enterprise Pricing.

Responsibilities

• Process request / tasks received via e-mail in Outlook, CDM queue in SF and BI reporting.
• Creates new account records, maintains account eligibility, and data quality for our customer master data per company parameters
• Performs routine validation of accounts ensuring viability and status.
• Ensures that data governance guidelines are adhered to and that all procedures surrounding customer maintenance follow standard operating procedures.
• Responsible for using Salesforce functionality to maintain and update contact and account information
• Contact management across Wholesale and networks from leads provided by sales team
• Manages the relationships with our strategic partners in the context of member administration and account changes.
• Collaborates with the sales teams and management to ensure the customer profile (pricing, preferences, warranty) is aligned with the agreed upon commitments
• Investigates concerns with internet resellers and monitors purchasing activities for account on the watch list.
• Coordinates with Demant companies to ensure all internet resellers are acted upon quickly including sending approved cease and deist documentation.
• Closes down suspicious accounts and provide documentation to the customer.
• Makes proactive outgoing calls to customers to verify account information and affiliations when needed
• Manage Demant wholesale and network accounts in Salesforce abiding by Customer alignment and governance procedures.
• Answers inbound calls and qualify prospects with sales teams
• Maintains customer satisfaction and strengthens customer relationships and strategic partnerships.
• Responsible for setting up and maintenance of the OBSS programs (BES Plus, MC Rebate, Co-op)
• Responsible for the Demant Employee purchase program and the Professional Courtesy discount program.
• Validates and processes all credit and re-bill requests.
• Works close with Logistics to resolve challenges related to instruments RFC, Missing instruments and / or orders.
• Reaches out to customers via phone or email during investigations.
• Places orders for hearing instruments, miscellaneous items and literature.
• Communicates with customers and Demant staff within the following standards : Voicemail and E-mail returned within 1 day.

Account setup requests and changes within 48 hours.

May perform miscellaneous tasks / projects as directed by manager.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty proficiently. The requirements listed above are representative of the knowledge, analytical skill, and ability to make decisions on your own as well as collaborating decision you’re your manager are required.
• High school diploma or equivalent is required.
• A minimum of 2 years of customer contact experience required.
• Effective customer service and communications skills with ability to collaborate with others to solve issues and lead to a strong business solution.
• Proven ability to be creative, assertive and possess the ability to handle multiple tasks.
• Must perform well as both individual contributor and / or team player.
• Exceptional computer skills and an understanding of Navision or AX is required.

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