Customer Data Specialist

Primary Purpose and Overall Objective of the Job:
The Client Data Speclialist is part of the Sales Administration team and reports to the Manager, Customer Relations. The primary purpose of the role is to create and maintain master data within the Commercial Operations organization, while interacting with Sales & Sales Support, Supply Chain/Logistics, Finance, Marketing, and Service, to ensure customer satisfaction and operational excellence for the business.

Main Accountabilities:

• Owner of creation and maintenance of Customer Master Data (including Customer accounts, contracts, EDI connectivity, etc.) and Product Master Data, collaborating with internal partners to ensure accuracy of data. Provide and maintain procedures and documentation related to the process. More specifically:
  • Create and maintain Customer Master Database as needed due to system moves, service contracts and sales contracts, etc. and provide status updates.
  • Create and manage SAP contract creation for equipment, reagents and service contracts.
  • Create and maintain Sales Material Master Database based on new products, product launch projects, and change requests.
  • Accountable for preventing billing blocks and, when they do occur, accountable for resolving in a timely manner.
• Responsible and accountable for CPQ (Configure Price Quote module in Salesforce) checkpoint, including ensuring all required documents are received and all information is accurate, etc.  
• Accountable for on-time equipment and service contracts invoicing: enter contracts/orders/transactions in systems in a timely manner while ensuring quality of data entry.
• Facilitate an organization of continuous improvement and high efficiency by:
  • Acting as a gatekeeper of data quality and integrity: proactively monitor and strive to maintain high levels of quality, timeliness, accuracy, and process consistency in all activities and systems.
  • Ensuring we have no single point of contact situations to minimize risks for the organization.

Any other task as requested by management, for example helping with special projects, providing ad hoc reports.

Studies and Experience:

• Bachelor’s degree (in business administration) preferred or equivalent, relevant business experience.
• Minimum 3 to 5 years of experience.

Skills and Qualifications:

• Excellent verbal and written communication.
• Organized, autonomous, highly detail-oriented.
• Customer and solution oriented.
• Agile and able to capitalize on change.
• Able to work independently as well as part of a team.
• Solid business acumen.
• Growth mindset. Leadership.
• Strong analytical skills.
• Proficient with MS Office Suite and strong SAP (or other ERP) and CRM (ideally Salesforce) skills.
• General business knowledge such as basic finance, marketing, sales and accounting.

Scope and Resources Accountability, Typical Performance Indicators:

• Scope and Resources Accountability: National scope: 1,500 customer accounts and 1,600 orders monthly (equipment, reagents, service contracts)
• Financial Indicators (revenue, budget, etc.): Annual Clinical and Industry sales in excess of $68M
• Key Performance Indicators (KPIs): Accuracy, timeliness of account/material creation and updates, revenue generation
• Key Contacts (internal / external) and Interfaces: Internal and external customer base