Client Services Representative (IRL)

MAJOR JOB RESPONSIBILITIES

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

1. Serve as Customer Service Representative for assigned client accounts and provide CLS management reporting package by:
• Receiving and responding to client requests and inquiries.
• Initiating communication with sales/technical associates and manager regarding issues involving assigned accounts.
• Determine appropriate reports to be used for ad hoc client requests.
• Implements processing and/or data changes to the weekly or monthly process based on direction from clients, sales, installation and management.
• Communicates with installation and programming staff to resolve data issues.
• Ensures all processing/data changes requested by client, management, sales and/or technical staff are input prior to period close to ensure accurate processing.  All changes must be verified as reports are generated.
• Maintains and reviews client store credit and invoicing averages spreadsheet each period and carefully analyze any variances for reasonability.
• Maintains client price update log and contacts client when update has not been received as previously scheduled.
2. Coordinates the reporting process and ensures the integrity of clients’ reports and systems programs: 
• Reconciles all weekly and monthly reports prior to mailing to clients.
• Checks, verifies and delivers all reports to client within a 48 hour timeframe (unless prior arrangements have been made).
• Carefully reviews all system generated edit reports to identify any potential processing issues or data inaccuracies.  Makes appropriate changes required to ensure accurate data output.  
• Contact clients to resolve any data abnormalities: high prices, high quantities, balancing issues, data not received and data irregularities.
• Interprets data and provides client with analysis of each period’s processed data and makes recommendations to clients based on period information.  
• Advise management of any processing or accuracy issues immediately to avoid impacting the level of service provided to clients.
3. Reviews and analyzes client data and reports by:  
• Reconciling data received to center totals
• Reconciling weekly reports to scanned totals.
• Verify the accuracy of the weekly information (store credit percentages, types scanned, etc.) based on updated profile information.
• Identifying and recognizing trends in the client’s data (i.e. volume fluctuations, significant changes in crediting or vendor billing practices) and alerts management of any trends.
• Creating, reviewing and mailing CLS fee invoices.
• Entering the billing cycle fees for tape charges, shipping fees, etc.
• Generating the actual fee invoice immediately following completed report processing.
• Verifying the service fee for accuracy.
• Directing the invoice to the appropriate client contact immediately following verification.
4. Provides Client Support by: 
• Answering Client Calls concerning reporting questions, status of work in process and data questions.
• Processing item master file updates received from the Client and provides the update information to the reclamation center in a timely manner.  Provides the item master file edits and reports to the reclamation center and the corporate contact as necessary.
• Maintaining master files on the CLS system which includes item, vendor, store, customer, variable, department, and type files.
• Responding to client requests by utilizing existing on demand report features (not in the normal CLS Management Report package).
• Contacting clients to review recent report package and to assess client satisfaction.
5. Responsible for written and oral communication with clients in order to resolve issues.
• Initiates internal correspondence requiring action from other departments.
• Drafts detailed external correspondence (for manager’s review and approval) to Clients, reclamation centers regarding issues, analysis and follow-up.
• Initiates telephone calls and conference calls to clients to clearly communicate information.
6. Working closely with manager and other team members performs special projects as required to maintain assigned accounts which may include:  
• Maintaining client A/R files by data entering the payment and deduction information.  Balancing the A/R reports the data entered and providing the client with accurate A/R information.
• Utilizing system equipment to transfer client data files to the appropriate media.
• Providing printer support by promptly answering printer messages, making forms changes as needed, changing ribbons promptly, and correcting printer errors as they occur.
• Serving as a backup to team members in providing all client services responsibilities.
• Serving as backup to invoice support area.

QUALIFICATIONS

Ability To:

• utilize computer equipment and 10-key by touch
• perform alpha/numeric data entry and perform detailed work with numerical data rapidly and accurately
• Intermediate level proficiency using MS Word, Excel, PowerPoint
• prepare routine and proceduralized financial reports and records; draft routine correspondence
• speak in a clear and understandable way 
• explain Company products and services to clients by telephone
• professionally handle difficult client situations in a manner that maintains good business relations
• represent the Company in a professional manner to outside clients
• analyze transactions, detect and avoid errors and research information and analyze data to arrive at valid conclusions
• provide cross-training to coworkers for assigned accounts for back-up purposes
• provide clear, explicit instructions
• maintain detailed, accurate files and records 
• work efficiently and accurately in an atmosphere of frequent interruption
• organize tasks and time to ensure timely completion of all projects
• cooperate in maintaining working relationships with those contacted in performance of duties 
• comfortably work under consistent deadline pressure
• travel independently
• work periodic overtime

EDUCATION

• Three to five years of related work experience in customer service and/or an information processing environment; OR
• two to three years related work experience and one year CLS experience; AND/OR
• an Associate's degree (A.A.) or equivalent from 2-year college or technical school, OR
• an equivalent combination of training and experience.