BUILD your career with a global leader in business solutions that has a successful, 60-year history providing the redemption, settlement, audit and analysis of paper and digital coupon offers.  As part of Valassis, a leader in intelligent media delivery, you will be an integral contributor in a multi-billion dollar, growing organization.

LIVE your passion through a culture that actively supports community involvement and delivers hope to missing children and their families across the nation through its involvement in the Have You Seen Me?® Program.

CREATE our future through unwavering commitment to quality, integrity and advanced technology, helping many of the world's largest manufacturers and retailers protect more than $4 billion in fast-moving promotional funds.

Rewards

• Take charge of your future with our generous 401K savings plan with company match, which is vested from day one.
• Participate in our company wide well-being program that also serves to lower your annual health insurance premiums.
• Explore new education opportunities with our Tuition Reimbursement Plan which covers up to $5,250.
• We offer work-life flexibility, meeting personal obligations along with professional success.

Assist and support managers/sellers in all phases of servicing customers by executing operational framework duties that also includes communication with customers designed to better understand client needs for positive positioning of NCH products and services. Utilize probing and follow-up skills to ensure that service interactions are successfully executed.  Also responsible for accurate and timely maintenance of customer associated processing specifications that include but are not limited to master file maintenance (specification updates, formatting and timely delivery of reports).  Responsible to act as communication link between Account Operations Administrator and customer to discuss and address issues associated with offer master file maintenance.

PRINCIPAL ACCOUNTABILITIES

Customer Communication Focus

·         Utilize probing, follow-up and closure skills to successfully meet customer needs, identify possible competitive activity and ensure customer satisfaction. 

·         Analyze and prove all trend, and customer feedback/needs with manager in order to integrate into account service plans.

·         Initiate communication, verbal/written, with customers to assist in positive positioning with customers related to NCH products and services, as well as industry issues to positively demonstrate consultative expertise.  

·         Develop positive relationships with assigned customers to assist in identification and communications of possible “at risk” customer situations.

·         Assume customer service contact responsibility with assigned customers when manager is not available.  Communicate to and work with various levels of NCH Management to identify and resolve customer issues in a proactive manner.

·         Utilize knowledge of NCH on-line software tools to quickly address customer questions as well as assist in training customers in use of NCH software.

·         Act as communication link between customer and Account Operation Services regarding maintenance of customer specific reporting components such as divisions, roster, brands and/or products, etc.

·         Accountable for the execution of maintenance for assigned customer processing specifications and reporting formats. 

·         Responsible for counseling, design, quality and delivery of NCH reports to meet customer’s specifications.  Reports will be formatted to customer specifications as well as meeting NCH standards for format, accuracy and quality.  

·         Responsible for a complete understanding of all NCH report delivery methods and file formats as well as basic spreadsheet formatting.  Responsible for timely and accurate release of all customer reports. 

·         Work with Account Operation Services (as communication link) to ensure proper and timely management of assigned customer’s coupon inventory due to offer data discrepancies or missing data within operational framework guidelines. Commonly known as Offer Pending File. 

·         Correspond with assigned customers, in writing or verbally, to inform them of missing and/or incorrect offer information received on customer initiated offer release notices or production notification of offers received that were not on file.

·         Initiate significant telephone communication with customers to assist them with questions related to reporting, coupon design and other NCH deliverables.

·         Demonstrate and train assigned customer contacts in NCH products and services including software products via web-hosted application sharing as assigned by manager. As defined by manager/seller, participate in conference calls, web-hosted presentations and video conferencing to communicate with customers.

·         Evaluate all applicable retailer submitted proof of purchase documents per manufacturer specifications and issue appropriate decision/response.   Store all responses per manufacturer guidelines. 

·         Assist manager/seller in the development, preparation and presentation of customer business reviews. 

·         Assess assigned customer reports for ease of use and information usage.  Identify areas of improvement (data quality/sort levels, etc.) in each reports and present recommendation to manager and customer. 

Quality of Work

·         Assist manager/seller in servicing assigned accounts.  Assistance includes, but is not limited to, generating presentation material, conducting extensive analysis, developing spreadsheets, responding to customer requests, training in utilization of NCH on-line products and positioning of NCH policies and procedures.

·         Contribute customer feedback to manager/seller for incorporation into strategic account plans to ensure continued customer satisfaction and improved relationship. 

·         Identify and assist in the implementation of NCH cost effective procedures while consistently meeting customer needs.

·         Analyze and provide trend information (volume, service needs, requests, etc) to manager/seller to assist in proactively managing and developing service strategies for assigned customers.

·         Maintain customer files (hard copy and electronic) as defined by procedures for information storage.

·         Consistently meet agreed upon deadlines with both customer and manager/seller.

·         Develop positive relationships with NCH associates to facilitate customer service efforts.

·         Possess and utilize knowledge of standard operating procedures for manufacturer or retailer service and industry topics to educate assigned customer and effectively manage day to day customer activity.

·         Provide constant and consistent feedback to manager/seller regarding customer activity, external and internal relationships, competitive information and team activities.

·         Project professional NCH image when dealing with customer and internal associates.

·         Work closely with manager to identify personal strengths and developmental challenges as well as steps necessary to ensure career objectives.

·         Participate and contribute to projects and initiatives designed to improve service levels with customers.

·         Performs other similar or related duties as requested or assigned by management.

Education:

·         High school diploma or GED.

·         Bachelor’s degree in related field or equivalent experience.

Licenses/Certificates:

·         None required.

Management Responsibilities:

·         None.

Experience:

·         1+ years business to business customer service experience.

·         Experience in developing customer relationships desired.

Knowledge:

·         Knowledge of coupon industry and NCH services a plus. 

·         Familiarity with on-line applications and personal computers.

·         Knowledge of various personal computer software packages such as MS Office a plus.

Skills/Abilities:

·         Strong written and verbal communication skills.

·         Ability to manage multiple projects and consistently meet agreed upon deadlines.

·         Ability to organize, analyze, report and communicate results.

·         Creativity in developing presentations.

·         Business relationship building techniques.

·         Positioning, probing and closure skills.

·         Action oriented, independent and self-motivated.

Physical/Mental Requirements:

·         Must be able to hear, speak and read.

·         Must use arms, hands and fingers to reach, handle and touch objects, and to operate office machines and computer keyboard.

·         Vision abilities required include close vision, peripheral vision and ability to focus.

Work Environment:

·         Noise level in this environment is quiet to moderate.

WHAT'S IN IT FOR YOU?
Vericast offers a generous total rewards benefits package that includes medical, dental and vision coverage, 401K matching and generous PTO allowance. A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!

WHO WE ARE: 
Vericast business, is the leader in marketing technology and consumer engagement. We work with over 60,000 companies and brands in a wide array of industries, partnering to anticipate consumer intent, inspire action, and create demand. NCH Marketing Services, Inc. and Clipper Magazine are Valassis subsidiaries is its consumer brand. Its signature Have You Seen Me?® program delivers hope to missing children and their families. Follow Vericast on LinkedIn, Instagram, Facebook and Twitter.

At Vericast, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients and our community. Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. In addition, Vericast will provide reasonable accommodations for qualified individuals with disabilities by contacting us at: [email protected]. EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

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