Account Representative-Rebate Services

 POSITION SUMMARY

Under the regular daily supervision of the manager and in collaboration with senior team members, the incumbent performs detailed, routine clerical work of an analytical and customer-service nature to Clients on day-to-day communications.  Typical duties include data base maintenance, communicating to the Client on any questions regarding data base issues, educating and training Clients on the rebate industry and responding to ad hoc inquiries relating to promotion evaluation or transaction settlement.  The incumbent prepares and reviews standard reports for all assigned accounts and some customized reports such as end of program reports.  The incumbent should be knowledgeable in all CMS products and be able to use systems with limited assistance. 


Major Job Responsibilities

1. Serves as Client-service representative for assigned Client accounts on day-to-day transactions:
• Receives and responds to Client's daily requests and inquiries.
• Performs Special Payments, Mexico Emulator, Pay Decision File entries, Reversals
• Works with other departments to resolve Client issues. Initiates and follows-up on requests to internal departments to correct or adjust current programs, data, reports, etc. which are controlled by and originate from their respective areas.
• Initiates communication with Sr. Team members regarding issues and concerns related to assigned clients.
• Educates new Clients and Client contacts on rebates, CMS reports and basic knowledge of the CMS system. 
• Determines the appropriate reports to be used for ad hoc Client requests.
• Visits the Client to train on CMS 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 and CMS system programs.  Meets assigned deadlines: 
• Reviews weekly files and checks all related fields.
• Checks, verifies, and delivers all reports accurately to meet deadlines.
• Makes system entries and revisions to database for Program set up.
• Responsible for accurate and timely delivery of all client data.
• Work closely with sales representative to ensure all pertinent data is on the launch sheet.
• Work with Mexico on specific program set ups.
• Works with Helpdesk to resolve system issues.

 3. Interprets the data contained in all CMS 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:
• As requested, 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 client. 
• As requested, provides analysis of rebate 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 manufacturer in identifying areas where they are over or under budget in their rebate promotions.
• As requested, provides savings recommendations to the manufacturer 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.
• As requested, provides analysis of reports and draws conclusion based on data.
• As requested, makes recommendations to Client on retailer and promotional issues.
• As requested, works with A/R on invoicing issues.
 
 4. 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, retailer, or others regarding Client-related issues, analyses, and follow-up.
• Initiates telephone calls and conference calls to clients to clearly communicate information.
• Makes Client aware of all new services available from CMS.  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.
 
 5. Working closely with manager and other team members, performs special projects as required to maintain assigned accounts (for example, conversions, de-conversions, data collection projects, research projects): 
 
 Secondary Duties 
 
 Serves as back-up to co-workers and occasionally performs other duties as assigned.
 
 CONTACTS/RELATIONSHIPS
 
 Position requires frequent telephone and/or personal contact throughout the Company to exchange information, resolve problems, and make recommendations relating to Client accounts.  Frequent external contacts are required with assigned Client representatives to respond to inquiries, and provide business recommendations.  Infrequent contacts may be required with higher-level Client representative.  Occasional contacts are required with retailers regarding payment issues.
 
 Individuals assigned to this position will have access to Client information, data, and relations which are considered highly confidential due to our agent/client relationship.  Knowledge of the Company's products and services is confidential and should be contained to the Company due to the highly competitive coupon industry in general.
 
 EVALUATION OF JOB PERFORMANCE
 
 Work is reviewed through observation of daily activities, conferences with supervisor, review of completed reports and projects, and feedback from co-workers and clients serviced.  Performance is evaluated on the employee's demonstrated ability to consistently perform work assignments in an effective manner.
 
 EDUCATION, TRAINING, EXPERIENCE
 
 Skills are typically acquired through:
• 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
 
 Estimated on-the-job training time is three to six months.
 
 Required 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 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
• utilize computer equipment
• accurately perform alpha/numeric data entry
• maintain detailed, accurate files and records
• operate various office machines
• 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
• travel independently (less than 10% travel)
 
 Required Knowledge Of
• use of computer terminals and printers
• computer systems and report generation
• general office practices and procedures
• problem analysis
• proper use of spoken English language
• basic English composition
• intermediate level proficiency using MS Excel
• basic level proficiency using MS Word
 
 Required Personal Characteristics 
• detail oriented with analytical aptitude
• math aptitude
• discrete, honest, tactful,
• courteous, helpful
• self-motivated, assertive
• cooperative in maintaining working relationships with those contacted in performance of duties
• comfortable working under consistent deadline pressure
• comfortable working independently and maintaining multiple responsibilities
• comfortable working in a team environment
• grooming and dress appropriate for office environment
• professional manner
• reliability, regular attendance at work