Account Representative (IPS)

POSITION SUMMARY

Under the regular daily supervision of the manager and in collaboration with senior team members, the incumbent performs detailed work of an analytical and customer-service nature for 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 coupon 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 customized reports such as special year-end reports and coupon reviews.  The incumbent should be knowledgeable in all CMS products and be able to use systems with limited assistance.

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:  
• Receives and responds to Client's daily requests and inquiries. 
• Makes decisions on how to handle retailer inquiries based on manufacturer guidelines and/or discussion with the client. 
• Performs Special Payments, Mexico Emulator, Pay Decision File entries, Reversals 
• Initiates both standard and customized letters to Clients, retailers, or others regarding Client related issues. 
• 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 Account Executive, and Manager regarding issues and concerns related to assigned clients. 
• Educates new clients and client contacts on couponing, 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 Account Services Manager or Account Executive.)  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:   
• Reconciles monthly reports and checks all related calculations. 
• Checks, verifies, and delivers all reports accurately to meet deadlines. 
• Makes system entries and revisions to database for brand/product restructuring and conversion file set-up. 
• Responsible for accurate and timely delivery of all client data (all media, all sources, for example, AS400, Alinea and Cubes)
• Works with Helpdesk to resolve client 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 Manager and Account Executive.  Analysis includes coupon reviews, minimizer analysis and forecast reviews:   
• 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 coupon 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 coupon promotions. 
• As requested, provides savings recommendations to the manufacturer through the use of various reports. 
• As requested, collaborates with appropriate senior team members to determine other appropriate analyses. 
• As requested, provides AE’s with reports they need to analyze trends, volume, etc.   
• As requested, gives predicted redemption rates using interactive tool and other sources 
• 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 AE on selling strategy. 
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)  

ADDITIONAL QUALIFICATIONS REQUIRED:   

• ability to analyze internal, coupon-related business operations and make appropriate recommendations 
• ability to concisely explain Company products and services to clients by telephone 
• ability to professionally handle angry or frustrated clients to maintain good business relations 
• ability to perform detailed work with numerical data  
• ability to analyze transactions, detect and avoid errors 
• ability to compose routine and professional correspondence and reports 
• ability to speak in a clear and understandable way 
• ability to provide clear and explicit instructions 
• ability to provide cross-training to co-workers for assigned accounts for back up purposes 
• ability to accurately perform alpha/numeric data entry
• ability to maintain detailed, accurate files and records 
• ability to work efficiently and accurately in an atmosphere of frequent interruption 
• ability to prioritize and manage multiple tasks requiring extensive follow-up and timely completion of all projects 
• knowledge of computer systems and report generation 
• knowledge of general office practices and procedures 
• knowledge of problem analysis 
• knowledge of proper use of spoken English language and basic English Composition 
• intermediate knowledge of spreadsheet software (preferred)