(Archived) Customer Master Data Manager

Job Description

The Customer Master Data Manager oversees the day-to-day operations of the Customer Master Data Team including managing, monitoring, coaching, and developing Customer Master Data Analysts to execute their tasks, provide best-in-class service and achieve operational goals and objectives. The Customer Master Data Manager also analyzes trends, develops and enhances workflows, and assists the Associate Director, Customer Master Data in implementing strategic decisions to manage resources, both people and technical, to the shifting priorities of the Zoetis commercial business.

Primary Responsibilities

COLLEAGUE PERFORMANCE

• Manages, monitors, and leads daily activities of direct reports to ensure service levels and goals are met
• Participates in the interviewing and selection process for internal and external applicants
• Participate in the Quality Assurance process by monitoring and scoring calls, as well as by participating in regular calibration sessions
• Monitors and manages call volume. Partners with WFM on staff scheduling/attendance to ensure appropriate phone coverage in order to maintain a high level of service
• Manages customer telephone calls when service levels are in jeopardy
• Handles elevated customer calls referred by staff

DEVELOP COLLEAGUES

• Executes call monitoring, coaching and training initiatives, as needed
• Responsible for carrying out performance measurement and evaluation of direct reports to ensure performance goals are met/exceeded.
• Prepares and delivers performance appraisals, individual development plans and performance improvement plans (if needed) to direct reports
• Actively participates in and/or facilitates Department/Company meetings
• Ensure agents are adequately trained and have the necessary support, knowledge and tools to accomplish their goals. Includes partnering with Knowledge Base and L&D colleagues to identify training needs and develop training to enhance staff production
• Work with Knowledge Base Manager in creating and ensuring Contact Center procedures are updated and appropriately communicated to agents

MAINTAIN MASTER DATA OPERATIONAL ACTIVITIES

• Ensure address codes for direct and indirect customers within the order to cash and reporting system per standard operating procedures.
• Ensure all ongoing maintenance (changes and deletions) of established accounts within order to cash per standard operating procedures, ensuring the accuracy and integrity of all customer information for all accounts
• Maintain proactive role in investigating licensing and financial responsibility status of parties listed on existing customer accounts.
• Assure schedule drugs order activities are in compliance with DEA regulations. Release DEA and Conditionally Licensed state hold orders once all guidelines have been met and documented
• Ensure financial information including but not limited to; tax, tax exemption status, credit card and bank data is up to date and accurate on new and existing customer accounts
• Ensure escalated issues with payment history and balances from statements and invoices are addressed promptly and accurately.
• Provide assistance with corporate tax group with state audits and contact customers to update tax registration information as needed in the Tax Certificate system
• Maintain standard operating procedures (SOP) for all areas of Customer Master Data
• Ensure back-up assistants are trained to perform procedures with accuracy
• Provide weekly account and order process statistics
• Continually evaluate work output and processes for direct reports and across the team to ensure alignment, overall effectiveness, and to identify improvements for the business and the customer
• Partner with other operational teams to ensure the master data team is running efficiently to meet the continuous improvement of the department

QUALIFICATIONS

REQUIRED JOB RELATED CANDIDATE QUALIFICATIONS

• Bachelor degree and/or 5 years customer service related experience
• Schedule is 9:30AM to 6:00PM with the ability to work varied schedules as needed:

8:30AM to 5:00PM, 9:30AM to 6:00PM, 10:30AM to 7:00PM

• Experience with ERP systems
• Demonstrated effective leadership/ motivation skills and teamwork
• Demonstrated ability to interact with external and internal customers at all levels
• Demonstrated computer skills with a strong working knowledge of Microsoft applications
• Effective verbal and written communication skills
• Some travel required

PREFERRED CANDIDATE QUALIFICATIONS

• 3 years Zoetis Operational experience
• Supervisory experience
• Experience with SAP