Customer Data Specialist

The Customer Data Specialist’s responsibility is to validate and set up new accounts, and to 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 to 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. Works with the Demant sales management teams to audit the pricing and ensure data integrity across all customer records.

• Creates new account records, makes decisions on account eligibility, and maintains data quality for our customer master data 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.
• 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.
• Manages the consignment and loaner bank programs.
• Answers inbound calls and qualifies prospects.
• Provides professional and courteous customer support.
• Maintains customer satisfaction and strengthens customer relationships and strategic partnerships.
• Responsible to set and up and maintenance of the OBSS programs excluding Oticon Drive marketing program.
• Responsible for the Demant Employee purchase program and the Professional Courtesy discount program.
• 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.

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 understanding of Navision or AX is required.