SaveAround (Enjoy The City North, Inc.) Merchant Relations Specialist in Binghamton, New York
The Merchant Relations Specialist is required to have strong written and verbal communication skills, must operate within the context of carefully guarded legal and ethical guidelines, while paying attention to detail and merchant response to ensure our message is consistent, driven, and productive. This non-exempt, hourly position reports to the Merchant Relations Manager.
This position also requires strong customer service skills, proficiency with computers to send and receive advertisements, agreements, and other materials.
Essential Functions of the Job:
1. Merchant Communication
+ Communicate with merchants in a variety of formats including, but not limited to, phone and emails to resolve any and all questions or concerns.
+ Consult with merchant regarding book standards and merchant promotion change requests.
+ Provide program, partner, and distribution information.
+ Deescalate merchant complaints using alternative dispute resolution techniques to settle potential litigation claims.
+ Ensure all are in compliance with agreements, advising merchant on contractual obligation.
+ Merchant acquisition, merchant retention.
+ Respond to negative proof responses.
+ Handle material and book requests.
2. Customer/Client Communication
+ Communicate with customer and clients in a variety of formats including, but not limited to, phone and emails to resolve any and all questions or concerns.
+ Handle customer complaints.
+ Follow up on coupon redemption issues.
+ Collect customer feedback regarding products.
3. Merchant Request Log
+ Working to resolve and document recorded log of merchant notes coming from various department sources.
+ Update the Enterprise system with summaries of any communication with merchants.
Additional Job Duties and Responsibilities:
1. Send Merchant Proofs/Compile Responses
+ Send pre-approved email through Enterprise system. Ensure merchants, markets, and response deadlines are correct.
+ Review email account for rejected emails and re-send to more accurate emails or via regular mail as necessary.
+ Print and mail advertisements and letters to merchants unreachable via email. Ensure documents are placed in envelopes, receive postage, copied, and delivered to Post Office or mail box for same day pickup.
+ Note Enterprise system that proof has been sent and any changes when emails are rejected.
+ Respond to merchant proofs in a timely manner in order to make changes to merchant advertisements that maintain the standards of our books.
+ Send cancellation information and copies of agreements to merchants who want to cancel. Ensure merchant desiring to cancel is aware of deadline, and if it has already passed for the year. Update Enterprise system with any changes. Type changes in correction documents for designers and ensure document is delivered to designer.
2. Review Books for Printing
+ Review books before they are approved to print. Especially check for accuracy of merchant advertisements in which proofs response changes have been made.
4. Other duties as assigned.
+ Basic computer skills, tech-savvy a plus.
+ Working knowledge of creating and manipulating spreadsheets. Familiarity with Google Docs, Sheets, and Drive a plus!
+ Excellent communication skills.
+ Professional attitude and demeanor.
+ Ability to handle escalated calls.
+ Ability to work independently and stay on task.
+ Attention to detail.
+ Ability and willingness to work significant overtime throughout the busy season from April through August. Overtime may require some late nights and Saturdays from time to time.
+ Associates Degree preferred, but not required.
+ Light physical effort required.