Customer Data Specialist

Demant; Franklin Township (NJ); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) match

Life insurance

Disability insurance

HSA / FSA

Pet insurance

Commuter benefits

Employee assistance program

Job summary

Demant is seeking a Customer Data Specialist to analyze, collect, and maintain customer data, set up new accounts, and maintain pricing, warranties, and preferences for Demant wholesale and network customers. The role collaborates with sales teams, partners, and managers, audits data for accuracy, and ensures data governance across customer records in Salesforce and ERP.

The position requires regular in-office presence to facilitate collaboration and stay aligned with cross-functional teams.

Qualifications

• High school diploma or equivalent is required.
• Minimum 2 years of customer contact experience.
• Strong customer service and communications skills.
• Experience with Salesforce and ERP systems.
• Ability to handle multiple tasks and work independently or in a team.

Responsibilities

• Process requests via e-mail, CDM queue in SF and BI reporting.
• Create new account records and maintain data quality in customer master data.
• Validate accounts for viability and status.
• Ensure data governance and standard operating procedures for customer maintenance.
• Maintain contact and account information in Salesforce.

Skills

Customer service

Communication skills

Navision/AX knowledge

Team player

Data entry / CRM

Education

High school diploma or equivalent

Tools

Salesforce

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.

• 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 / Affir

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.

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