Customer Data Specialist

Oticon, Inc; Franklin Township (NJ); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Company-paid life insurance

Disability insurance

Pre-tax Health Savings Account

Flexible Spending Accounts

Pet Insurance

Commuter accounts

Employee Assistance Program

24/7 virtual medical care

Job summary

Oticon, Inc. is seeking a Customer Data Specialist in New Jersey to analyze and maintain customer data, set up new accounts, and ensure accurate pricing, warranties, and preferences for Demant wholesale networks.

You will collaborate with sales, partners, and stakeholders to audit pricing and maintain data integrity across customer records. Responsibilities include data governance, Salesforce management, and proactive outreach to verify information.

Qualifications

• 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.
• 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.

Responsibilities

• Process requests via email in Outlook, SF queue, and BI reporting.
• Create new account records and maintain data quality in the customer master data.
• Validate accounts for viability and status.
• Follow data governance guidelines and SOPs for customer maintenance.
• Maintain contact and account information in Salesforce.
• Lead conversion and contact management across Wholesale and networks.
• Update customer data corrections in Salesforce.
• Manage relationships with strategic partners for member administration and account changes.
• Coordinate pricing tiers and validate business cases for pricing changes.
• Investigate issues with internet resellers and monitor watch-listed accounts.
• Coordinate with Demant companies to address internet resellers quickly.
• Close down suspicious accounts and provide documentation to customers.
• Make proactive calls to verify account information and affiliations.
• Manage Demant wholesale and network accounts in Salesforce.
• Answer inbound calls and provide professional customer support.
• Maintain customer satisfaction and strengthen relationships and partnerships.
• Set up and maintain OBSS programs (BES Plus, MC Rebate, Co-op)
• Oversee Demant Employee purchase program and Professional Courtesy discount program.
• Validate and process credit and re-bill requests.
• Support EE and Pediatric Kickstart programs and billing.

Skills

Customer service

Data entry

Microsoft Excel

Navision/AX

Communication skills

Education

High school diploma or equivalent

Tools

Navision/AX

Job description

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, makes decisions on account eligibility, and maintains data quality for our customer master data by generating and converting a lead in Salesforce and the ERP system.
• 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 contact and account information.
• Responsible for lead conversion and contact management across Wholesale and networks.
• Update customer data corrections through Salesforce.
• 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.
• Updated and maintains Network account changes, membership and contact information.
• Makes decisions on pricing tiers and validates business case for each customer for any pricing changes.
• 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 provides documentation to the customer.
• Makes proactive outgoing calls to customers to verify account information and affiliations.
• Manage Demant wholesale and network accounts in Salesforce abiding by Customer alignment and governance procedures.
• Answers inbound calls and qualifies prospects. Provides professional and courteous customer support.
• 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.
• Manages EE and Pediatric' s Kickstart programs. Follow up to ensures return of instruments and billing them out.
• 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.

Regular in-office physical presence is an essential function of the role to facilitate real-time collaboration, participate in team problem-solving sessions, attend onsite meeting, and interact face-to-face with cross-functional teams.

Company Values

We Create Trust - We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.

We are Team Players - We collaborate and network effectively across Demant. We take initiative and help each other to achieve our ambitious goals.

We Create Innovative Solutions - We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.

We Apply a Can-do attitude - We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

What we have to offer:

• Medical, dental, prescription, and vision benefits
• 24/7 virtual medical care
• Employee Assistance Program for you and your family
• 401(k) with company match
• Company-paid life insurance
• Supplemental insurance for yourself, your spouse/partner, and your children
• Short-term and long-term disability insurance
• Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
• Pet Insurance
• Commuter accounts

The Company is an Equal Opportunity / Aff

The pay range for this position is expected to be between $23.20 to $25.78 per hour; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.