Customer Data Specialist

About the role

The Customer Data Specialist analyzes, collects, files, updates, and maintains customer data. Validates and sets up new accounts, and sets up and maintains accurate account pricing, warranties, and preferences for Demant wholesale and network companies. Through proactive phone and email contact, works with external and internal sales teams, strategic partners, and stakeholders (such as Managers) to audit pricing and ensure data integrity across all customer records. Monitors data accuracy using reports and dashboards, validates data, determines customer needs and action plans, and evaluates the customer’s business case and rationale for pricing and setup. This role takes direction from the Sr. Director of Sales Operations, Director of Strategic Accounts, Sr. Manager of CDM, and the Sr. Director of Enterprise Pricing.

Responsibilities

• Process requests/tasks received via e-mail in Outlook, CDM queue in Salesforce, and BI reporting.
• Create new account records, make decisions on account eligibility, and maintain data quality for customer master data by generating and converting a lead in Salesforce and the ERP system.
• Perform routine validation of accounts ensuring viability and status.
• Ensure data governance guidelines are adhered to and all procedures surrounding customer maintenance follow standard operating procedures.
• Use Salesforce functionality to maintain contact and account information.
• Handle lead conversion and contact management across Wholesale and networks.
• Update customer data corrections through Salesforce.
• Manage relationships with strategic partners in the context of member administration and account changes.
• Collaborate with sales teams and management to ensure the customer profile (pricing, preferences, warranty) aligns with agreed-upon commitments.
• Update and maintain Network account changes, membership, and contact information.
• Make decisions on pricing tiers and validate business case for each customer for any pricing changes.
• Investigate concerns with internet resellers and monitor purchasing activities for accounts on the watch list.
• Coordinate with Demant companies to ensure all internet resellers are acted upon quickly, including sending approved cease and desist documentation.
• Close down suspicious accounts and provide documentation to the customer.
• Make 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.
• Answer inbound calls and qualify prospects; provide professional and courteous customer support.
• Maintain customer satisfaction and strengthen customer relationships and strategic partnerships.
• Set up and maintain OBSS programs (BES Plus, MC Rebate, Co-op).
• Administer the Demant Employee Purchase Program and the Professional Courtesy Discount Program.
• Validate and process all credit and re-bill requests.
• Manage EE and Pediatric’s Kickstart programs; follow up to ensure return of instruments and bill them out.
• Work closely with Logistics to resolve challenges related to instruments RFC, missing instruments, and/or orders.
• Reach out to customers via phone or email during investigations.
• Place orders for hearing instruments, miscellaneous items, and literature.
• Communicate 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.
• Perform miscellaneous tasks/projects as directed by manager.

Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of customer contact experience required.
• Effective customer service and communication skills with ability to collaborate with others to solve issues and lead to strong business solutions.
• Proven ability to be creative, assertive, and handle multiple tasks.
• Perform well as both individual contributor and team player.
• Exceptional computer skills and understanding of Navision or AX required.
• Regular in-office physical presence is an essential function to facilitate real-time collaboration, participate in team problem-solving sessions, attend onsite meetings, 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.

Benefits

• 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

Pay

The pay range for this position is expected to be between $23.20 to $25.78 per hour. Final pay determinations depend on factors including experience level, knowledge, skills, and abilities. The total compensation package may also include 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.