Customer Master Data Manager
Zoetis is a global animal health company dedicated to supporting customers and their businesses in ever better ways. Building on 60 years of experience, we deliver quality medicines and vaccines, complemented by diagnostic products and genetic tests and supported by a range of services. We are working every day to better understand and address the real-world challenges faced by those who raise and care for animals in ways they find truly relevant.Our name, Zoetis (z-EH-tis), has its root in zo, familiar in words such as zoo and zoology and derived from zoetic, meaning “pertaining to life.” It signals our company”s dedication to supporting the veterinarians and livestock producers everywhere who raise and care for the farm and companion animals on which we all depend on.Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact.Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.Job DescriptionThe Customer Master Data Manager assists in overseeing the day-to-day operations of the Contact Center, specific to master data activities. This includes managing, monitoring, coaching, and developing 6+ assigned Master Data Analysts to execute their tasks, provide best-in-class service and achieve Contact Center goals and objectives.
Primary ResponsibilitiesCOLLEAGUE 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 * Assists with 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 agentsMAINTAIN 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 QUALIFICATIONSREQUIRED 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 Customer Master Data experience * Supervisory experience * Experience with SAP