Account Management Specialist
Inmar Enterprises (Advance, North Carolina)

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POSITION SUMMARY 

Provides specialized transaction settlement support to assigned Clients by performing duties of a routine and recurring nature.  Duties may include data/entry; running routine computer reports; responding to retailer inquiries; contacting Clients on offer and retailer related issues.

MAJOR JOB RESPONSIBILITIES

1. Ensures integrity of Client database by performing database management.
• Performing data entry of coupon promotion offers for assigned manufacturer's accounts.
• Making system entries and revisions to database for brand/product restructuring, conversion file set up. 
• Examining/validating sample coupons received from new offers to compare and verify coupon offer codes and payment/processing information to information contained in the Offer Master File; notifying Mexico processing plants of keying errors and resulting missing coupons.
• Advising Mexico on the handling of unidentified and foreign coupons and offers with “Special Handling” instructions, communicating (via telephone, facsimile, e-mail) on daily operational issues.
• Communicating (faxing, written follow up correspondence, telephone, and audit tours) with Client to resolve all coupon payment and database issues ("From" coupons, in-ad validation, and discrepancies between the physical coupon and the system database).
• Answering client questions on coupon design basics and making recommendations for better coupon design to enhance processing; initiating design enhancement suggestions when problems are encountered; updates promotional tracking figures with direction from the client.
• Updating the computer system as necessary, by making appropriate system entries of offer validations, adjustments, revisions, etc.
  
 2. Performs daily analysis of Question Mark List by:
• Researching questionable or invalid offer codes based on manufacturer guidelines.
• Notifying appropriate personnel of problem offers and action taken.
• Making payment decisions for appropriate resolution.
• Meeting daily and weekly payment deadlines.
• Initiating communication to the account team regarding client and database issues/concerns.
 
 3. Serves as a support to assigned Client accounts on transaction settlement related issues.
• Interacts daily with client to educate, support, and help resolve issues.
• Makes decisions on how to handle retailer inquires based on manufacturer regular and in-ad guidelines.
• Verifies who gets reports and delivers them correctly to meet manufacturer's deadlines (includes weekly reports, month ends and quarter ends).
• Initiates standard letters to Clients, retailers or others regarding Client-related issues, communicating conclusions and key findings of research.
• Initiates communication with Account Executive, Account Analyst and Manager regarding issues and concerns with master file changes.
• Performs Special Payments, Mexico Emulator, Pay Decision File entries, Reversals.
• Performs deduction research and In-ad research.
• Enter submitter number changes into Pay Decision File and other appropriate files.
• Maintain the Pay Decision File for submitters.
• Maintain special handling logs for selected clients.
• Billing clients for “From” coupon charge.
• Responsible for billing of all special fees.
 
 4. As delegated by manager, provides additional support to assigned accounts.
• Provides telephone coverage for assigned accounts and offers assistance as necessary.
• Helps pull numbers together for business reviews.
• Provides regular telephone back up, taking phone calls from Client when other team members are unavailable and with the assistance of the account team contacts the necessary resource to answer Client questions.
• Keeps a telephone log of all account calls.
• Participates in client meetings and visits.
• Requests “save and send” coupons for select clients and clearinghouses.
• Requests consumer code and name/address tapes for clients.
• Coordinates Mexico Communications for Account team.
• Serves as back up to other Account Management Specialists.
 
 5. Performs administrative tasks for assigned accounts.
• Set up PALS, methods, etc., for new clients.
• Separate consumer mail and make sure it gets mailed to the correct person.
• Create routine reports.
• File coupons and offer release notices.
• Performs special projects and duties as assigned.
 
 
 ABILITIES, KNOWLEDGE, CHARACTERISTICS, PYHYSICAL DEMAND AND WORK ENVIRONMENT
 
 Required Ability To:
 
• Accurately perform alpha/numeric data entry.
• Professionally handle angry or frustrated clients to maintain good business relationships.
• Utilize computer equipment.
• Associate and sort documents for delivery to appropriate personnel.
• Operate various office machines.
• Take accurate messages.
• Speak in a clear and understandable way.
• Maintain files and records.
• Organize tasks and time to ensure timely completion of all projects.
• Adhere to prescribed routines and practices.
• Draft routine correspondence.
• Work efficiently and accurately in an atmosphere of frequent interruptions.
 
 
 Required Knowledge Of:
 
• Computer terminals and printers
• Basic typing/keyboarding
• General office practices and procedures
• Proper use of spoken English language
• Basic English composition
• Microsoft Word, Excel and Outlook
• Computer systems and report generation
 
 
 Required Personal Characteristics: 
 
• Detail oriented and thorough
• Courteous and helpful
• Takes initiative
• Flexible
• Cooperative in maintaining working relationships with those contacted in performance of duties
• Comfortable working under deadline pressure
• Comfortable working as a member of a team and conforming to uniform work practices
• Grooming and dress appropriate for office environment
• Reliable regular attendance at work  
 
 
 Physical Demand
 
 The physical demands described here are representative of those that must be met by an employee to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities.
 
 While performing the duties of this job, the employee is:
• Regularly required to use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms
• Frequently required to walk and sit
• Occasionally required to stand; kneel or stoop; and lift and/or move up to 25 pounds
 
 Specific vision abilities required by this job include: close vision and the ability to adjust focus to operate computer equipment.
 
 The position also requires the ability to work under time pressure and sometimes rapidly for long periods.
 
 
 Work Environment
 
 Typical office environment:
• Nature of job may involve frequent interruption
• Background noise level is usually moderate
• Office cubical work space
• Occasional overtime may be required

 EDUCATION, TRAINING, EXPERIENCE
 
 Skills are typically acquired through:
 
• Two year's general office experience involving computer-related work, data entry and/or customer service
  or two-year degree and one year of experience
• or an equivalent combination of training and experience.
 
 Estimated on-the-job training time is two to three months.