Analyst III, Customer Master Data

Description

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides an opportunity for all employees to collaborate internationally, offering visibility and the opportunity to directly contribute to the company's success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

The Analyst III, Customer Master Data will be the subject matter expert and is responsible for maintaining the integrity of the customer databases in MDM, SAP and related systems. This individual will oversee various processes that feed data to and from designated vendors that will manage the daily data management. Much of the requirements for this role will be to ensure any changes or requested changes that are made to the data structure or systems will be reviewed thoroughly to understand full impact of downstream processes and systems. In turn this individual will be responsible for alerting management and other downstream stakeholders to potential issues prior to them occurring and providing solutions to help reduce any impacts that may be experienced by the business or customers. The incumbent will assist in design, set-up and maintenance of customers and customer relationships in MDM and SAP ERP. Inaccuracies directly affect ability to pay the right customers the right amount of money. These issues will also affect the ability to pay our sales forces accurately for their incentive compensation. Total cost impact for both is over $500M. 

There are five (5) species each with a different market model. They total over $2B in revenue and cover more than 30k customers in both direct and indirect customer master data management. The complexities of understanding how customers will need to be set up to meet business needs will be critical. This role will need to think outside of a template or data entry and think more holistically. Anticipation of impacts will be critical as there are overlaps of customers across businesses and each business is managed very differently. There are indirect, direct and varying combinations of both that will need to be reviewed when managing our customer master.

This role is based in the Duluth, GA office

Duties & Responsibilities

Internal Control & Audit / INTEGRITY, DELIVERY & PROTECT

• Ensures adherence to risk control checklists, provides coordination and assistance for audits as they are performed. 
• Leads testing as needed.
• Supports process audit activities as defined by supervisor. 
• Is a role model for the department when adhering to guidelines and compliance principles. 
• Maintains customer data files, both electronic and hard copy, and comply with corporate retention guidelines. 
• Collaborates with fellow Customer Experience teams to ensure that Master Customer Data is up to date and accurate.
• Ensures that all processes are accurate and up to date, including but not limited to alerting manager to any potential gaps or lack of processes that could lead to data quality issues.

CUSTOMER SUPPORT:

• Coaches fellow team members tasked with resolving customer issues and ad-hoc inquiries.
• Develops documentation used to train and coach teammates on processes and issue resolution.
• Follows approved processes and execute day-to-day activities accurately and efficiently. 
• Builds business relationships to pro-actively identify potential issues that may impact customers before issues are identified by customers, improves technical expertise, and utilizes available resources in a rapidly changing business and systems environment.
• Responsible to ensure customer-based touch points undergoes constant improvement measures.
• Analyzes data and KPIs to proactively identify potential issues and leverages data to make recommendations to AD on process changes
• Acts as the subject matter expert for the Master Data Management team partnering with CX Support team to facilitate responses to various customer inquiries. 
• Directs processes with distributors and external vendors to validate new reporting partners (including but not limited to historical data loads, product cross-references and sales invoice transactions reported by them).

COMMUNICATION:

• Communicates effectively with team members, management, high-profile customers and business stakeholders.   
• Leads through experience and knowledge of tools, systems, and internal solutions resources with team members to improve communication channel effectiveness to exceed customer expectations. 
• Understands dynamic customer challenges and identify effective solutions to pro-actively address customer concerns.
• Directs team members to appropriate support resource for issue resolution to enable timely solution to customer challenges. 
• Provides guidance to AD on existing processes and ensures supporting documentation is kept current, readily available and leveraged in the day-to-day activities of the team members or for potential audit.
• Professionally communicates and collaborates with fellow CX team members, internal business partners, sales managers, external data vendors and distributor channel partners as it relates to sensitive customer data.
• Develops and maintains good working relationship with external business partners to support our mutual customers and facilitate issue resolution as needed.

Requirements

• Bachelor's degree or equivalent work experience required.
• Five-plus (5+) years progressive experience in IT, Marketing, Administrative, Finance, Customer Service and/or relevant business experience.
• Knowledge / work experience with ERP environments and Master Data Management including SAP.  
• Excellent computer skills (Microsoft office suite).
• Strong knowledge of the Order to Cash Cycle. 
• Develop and maintain key relationships across the respective species sales and marketing teams.  
• Learn and build a strong operational knowledge of BI's systems which include Master Data Management, Veeva CRM, Cognos, and CompMax.
• Advanced ability to make quick decisions and prioritize for self and junior team members. 
• Strong communications skills.
• Ability to lead without authority.
• Demonstrated ability to organize, prioritize and balance multiple tasks simultaneously.
• Expert analytical skills with very high capacity to translate data to the needs of the respective stakeholder.
• Process oriented individual with strong problem-solving skills.
• Ability to present to multiple stakeholder types.
• Ability to convert tech speak into business speak.
• Strong problem-solving skills.
• Analytical thinking.
• Ability to anticipate impact of change.

Eligibility Requirements:

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required).
• Must be 18 years of age or older.

Desired Skills, Experience and Abilities

Additional Duties & Responsibilities:

PROJECT SUPPORT:

• Leads projects and encourages team member contribution that effectively supports task enhancement of varied size and complexity to achieve overall objectives.
• Delivers assignments on time, with quality, across multiple priorities.  
• Promotes agility mindset to ensure that project progresses effectively.
• Leads testing initiative and ensure quality assurances are met, and verify information or data is accurate and due diligence is achieved. 
• Participates as a lead on strategic projects or sub-teams as needed to execute objectives.
• Demonstrates core process knowledge to perform data verification and cross-checking activities to ensure high-quality data is leveraged for transactional processing validation activities.  
• Recommends process improvements, system enhancements and bug fixes to gain efficiencies. Launch new system functionality release cycles with IT, GBS and other groups as appropriate.
• Provides and maintains process and system documentation to include integration with other systems.

LEADERSHIP:

• Initiates projects to forensically investigate root causes of poor data quality, lead solution. implementation and provide status updates of progress to team members, management and business stakeholders.
• Develops ad hoc reporting to evaluate potential process improvement opportunities and establish new ways of working to promote operational efficiencies.
• Provides direction and guidance that will lead to improved operating efficiencies and enhanced user experience.
• Provides guidance for team members/vendor partners to investigate potential enhancements to provide higher quality reporting deliverables. 
• Regularly audits vendor data to ensure compliance to processes and report any deviations identified to management.
• Designs sophisticated queries, builds technically advanced reports, and influencing the design scope for automated reports. 
• Influences stakeholders and business partners to support vision and solutions.