Customer Data Specialist

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. 

• 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.

• 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.