Customer Support Specialist - Shelton, CT

We're Market Data Retrieval, a division of D&B, offering high-quality products and services to thousands of satisfied customers for 39 years! 

Over 90 percent of the Business Week Global 1000 relies on D&B as a trusted partner to make confident business decisions. For more information on Market Data Retrieval, please visit schooldata.com. For more information on D&B, please visit www.dnb.com.

We currently have an opening for a Customer Support Specialist in our Shelton, Connecticut office.

Responsibilities Include:

• Manage all aspects of the MDR/client relationship for product fulfillment within a designated portfolio of accounts or a geographical area. Primary functions include defining customer requirements, executing order entry, tracking, coordination of resources, fulfillment, billing, and providing delivery status. In addition, manage all levels of customer care/support to the highest service levels for both pre sale expectations and post sale delivery.
• Management of large-scale customer projects or business initiatives; establish business partnerships with other departments within MDR, as well as with 3rd Parties for fulfillments. Analyze customer requirements in relation to resources, writing project specifications, participating in quality assurance of the final output in relation to written requirements, and ensuring timetables are met throughout the project cycle.
• Provide on-going support to sales team and external customers to expand their knowledge as it relates to the product fulfillment, merge purge and match process; determine feasibility of new opportunities; research concerns involving data quality or potential service failures. Participate in customer planning sessions to share best demonstrated practices, industry trends, new applications for MDR content and recommend process improvements.
• Have a strong functional knowledge and proficiency in the use of all MDR Sales systems, including OMS, ECM, Siebel, On-Line Ordering, Billing, and Oasis.
• This position will be responsible for assisting sales team with day-to-day activities to help service customers, resolve outstanding billing issues, processing credits, and provide ongoing support that will drive customer satisfaction while helping sale team maintain focus and increase efficiencies.
• Represent MDR in an ethical and professional manner, including compliance with D&B’s Code of Conduct.

Job Requirements:

• Experience managing customer relations at a high level via phone. Experience with order entry, customer billing, problem resolution, and order tracking. Superior written and verbal communication skills.
• Sales experience, as well as knowledge of the education market, direct marketing, database marketing, email marketing a plus. Teaching experience also a plus.
• Experience managing complex customer relationships to exceed revenue goals.
• Excellent working knowledge of MS Word, Excel, PowerPoint, E-Mail, Internet, Intranet, etc.
• College graduate a plus.

At MDR, we see our investment in benefits as an investment in our people. Our comprehensive benefits program includes: Excellent Salary, Training and Development, 401K Plan, Tuition Reimbursement, Medical and Dental Plans, Life Insurance, Dependent and Health Care Spending Accounts, Short-Term and Long-Term Disability Plans, a Discounted Employee Stock Purchase Plan, PTO days (Paid Time Off) Sick Time, Paid Holidays, etc.

At D&B we value the diversity of perspectives that result from a variety of life experiences, ethnicity, age, sexual orientation, gender, and race. Ours is a winning culture where we work together as a team with a clear focus on common goals and where team members are able to grow, develop and contribute to their fullest.

Market Data Retrieval is an Equal Opportunity Employer – M/F/V/D.

If you are interested in being considered for this position, please email your resume to Ruthann Berry at berryr@dnb.com.

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