Account Representative -RFS (CMS)

December 28, 2009

Major Job Responsibilities

May include one or more of the following, depending on assigned area:

1. Serves as Client-service representative for assigned Client accounts on day-to-day transactions:
   • Educates new Clients and Client contacts on rebates, sweepstakes & fulfillment (RFS), reports and basic knowledge of Alinea and PromoCheck. 
   • Receives and responds to Client's daily requests and inquiries via phone and email.
   • Determines the appropriate reports to be used for ad hoc Client requests.
   • Determines necessary resources to use to help resolve Client inquires.
   • Works with other departments to resolve Client issues. Initiates and follows-up on requests to internal departments and external partners to correct or adjust current programs, data, reports, etc. which are controlled by and originate from their respective areas.
   • Creates new promotions, track fulfillment inventory, sweepstakes entries and sweepstakes winners.
   • Performs special payments, request rebate images and research disqualified rebates as needed.
   • Initiates communication with Sr. Team members regarding issues and concerns related to assigned clients.
   • Visits the Client to train on Promotion Services or to address specific business issues as needed.  (Need is determined by Sr. Team members.)  Most training is done via the telephone.
2. Coordinates the reporting process and ensures the integrity of Clients' reports for Promotion Services.  Meets assigned deadlines: 
   • Reviews weekly files and checks all related fields.
   • Runs error reports weekly and correct all errors in a timely manner.
   • Checks, verifies and delivers all reports accurately to meet deadlines.
   • Responsible for accurate and timely delivery of all client data.
   • Reviews weekly invoices and monitor client's outstanding invoices.
   • Works with Helpdesk to resolve system issues.\
3. Interprets the data contained in all Promotion Services reports and processes and draws conclusions from the data.  If applicable, communicates conclusions to the client, highlighting key findings.  Points out issues and concerns to Sr. team members:
   • Researches client marketing, financial and other data; reviews reports for accuracy, logic and completeness.  Analyzes database and report discrepancies.  Ensures Internal/external changes are made to correct problems.  Communicates required action and time frame to clients and internal departments. 
   • Provides analysis of promotions using various factors (identifying trends in any new methods or new strategies for Client, etc.)
   • As requested, provides financial analysis to Client, which assists the client in identifying areas where they are over or under budget in their promotions.
   • As requested, provides savings recommendations to the client through the use of various reports.
   • As requested, collaborates with appropriate Sr. Team members to determine other appropriate analyses.
   • As requested, provides Sr. Team members with reports they need to analyze, trends, volume, etc. 
   • As requested, gives predicted redemption rates.
   • Provides analysis of reports and draws conclusion based on data.
   • Reviews weekly Rebates Inventory report to manage time and promotion setups.
   • Makes recommendations to Client on promotional issues.
   • Works with Consumer Care to resolve consumer inquires.
   • Works with Accounts Receivable to resolve invoicing concerns.
4. Ensures integrity of Clients databases. Communicates any errors found in the databases to the appropriate departments and/or Partners.
   • Works closely with sales to ensure all pertinent data is on the launch sheets and/or spreadsheets.
   • Analyzes data from launch sheets and/or spreadsheets.
   • Enters data into the I-series and Alinea databases accurately.
   • Makes system revisions to databases for Program set up, as needed.
   • Works with Mexico and Partners on specific program set ups.
   • Works with Product Management/Development on modifications or enhancements as needed.
5. Responsible for oral and written communication on Client-related issues to resolve issues, develop procedures and establish guidelines: 
   • Initiates internal correspondence requiring action from other departments.
   • Drafts detailed external correspondence (for manager's review and approval) to Clients or others regarding Client-related issues, analysis and follow-up.
   • Initiates telephone calls and conference calls to Clients to clearly communicate information.
   • Escalate issues to Sr. Management, as needed in a timely manner.
   • Makes Client aware of all new services available from Promotion Services.  Works with Sr. Team members on selling strategy.
   • Reviews emails prior to sending to ensure the message has the appropriate tone and is grammatically correct.
   • Maintain communication (written & oral) with all assigned clients on a consistent basis. (Frequency of communication is determined by segmentation.)
6. Working closely with manager, team members and other departments; performs special projects as required to maintain assigned accounts (for example, conversions, de-conversions, data collection projects, research projects, meetings): 
   • Discuss best practices, lessons learned and any beneficial information with team during weekly team meeting.
   • Discuss concerns, suggestions and client issues at weekly one on one manager meetings.
   • Discuss consumer issues at bi-weekly consumer care meetings.
   • Discuss programming and setup issues at weekly Mexico call meetings.
   • Discuss sales, pricing and client matters at weekly core team meetings.
   • Discuss any sweepstakes concerns at weekly KS meetings.
   • Discuss any fulfillment concerns at weekly TFS meetings.
   • As requested, interview potential candidates for hire within the department.
   • As requested, help train new account representatives on operations.
   • As requested, provide written feedback on peers and co-workers from other departments.

 Secondary Duties 

 Serves as back-up to co-workers and occasionally performs other duties as assigned.

 QUALIFICATIONS:

 Ability To:

• Serve as Client service representative on day-to-day transactions. 
• Analyze internal, Rebate-related business operations and make appropriate recommendations.
• Concisely explain Company products and services to Clients by telephone.
• Professionally handle difficult client situations in a manner that promotes good business relations.
• Perform detailed work accurately with numerical data.
• Analyze transactions, detect and avoid errors.
• Compose routine and professional correspondence and reports.
• Speak in a clear and understandable way.
• Provide clear and explicit instructions.
• Provide cross-training to co-workers for assigned accounts for back up purposes.
• Accurately perform alpha/numeric data entry.
• Maintain detailed, accurate files and records.
• Utilize various computer and office equipment.
• Provide legible handwriting.
• Work efficiently and accurately in an atmosphere of frequent interruption.
• Prioritize and manage multiple tasks requiring extensive follow-up and timely completion of all projects.
• Apply knowledge learned.
• Travel independently (less than 10% travel).

 Knowledge Of:

• Use of computer terminals, copier, fax, phone and printers.
• Computer systems and report generation.
• General office practices and procedures.
• Problem analysis.
• Proper use of spoken English language and basic English composition.
• Intermediate level proficiency using MS Excel.
• Basic level proficiency using MS Word.

 EDUCATION

• Up to four year's related work experience involving business account service, routine analysis, reconciliation and Bachelors' degree from a four-year college or university;
• OR an equivalent combination of training and experience.