Responsibilities :
Analyzes and reviews claims for accuracy, completeness and eligibility. Ensures timely payment of rebates based on established Service Level Agreement. Prepares and maintains reports for account monitoring purposes. Partner management on issue resolutions. Helps identify and resolves pain points to continuously improve customer experience.
REBATE CLAIMS PROCESSING
● Validates correctness of the rebate claim against the contract, revenue, sell-in and sell-out reports from Microsoft D365 (Dealdesk), Business Intelligence, Channel Data Management, etc.
● Communicates and negotiates with offshore counterparts, sales team, country finance and geo pricing team on concerns relating to the customer’s programs or agreement, or to the customers for any additional requirements
● Audits supporting documents to establish legitimacy of the claim
● Resolving system detected errors in the claim with complete documentation and/or attaching necessary supporting documents on a timely manner.
● Ensures timely payment of rebate obligation based on target Service Level Agreement or urgency request to exceed customer expectation consistently. Works with various teams affecting rebates payout such as Sales, CDM Team, Quotes Team, Bank Team and Accounts Receivable Team to ensure all pertinent information necessary for a timely rebate processing and payments are being provided.
● Partner management, includes issue resolution, support partners technical challenges encountered in Vistex Portal, Reconciliation of customer claim and Lexmark calculation. This also includes providing recommendation for any changes needed by the partner to avoid incurring similar issue in the future.
● Engages customer relationship management through phone communications.
● Incorporate all rebate related Global Policies and Procedures and how it applies to the assigned country/customer.
ACCOUNT MONITORING
● Coordinates with stakeholders and customers via chat, email or phone and
conducts trainings or conference calls if necessary
● Maintains account monitoring/logs for inventory balances for rebates claim validation
and for historical purposes.
● Provides payment details to customers paid by check or via automatic clearing house
(ACH) and reconciliation reports on variances for credits processed.
● Ensures that rebates processed have been paid and communicates with the customers
for updates on their rebate claims.
● Maintains workplace organization (5S) such as proper filing of records or reports for
any required research/audit (both soft and hard files)
REPORT PREPARATION
● Updates performance metrics, claim logs and other monitoring tools
● Complies with other ad hoc requirements from management
SUPPORT ACTIVITIES & OTHERS
● Assumes additional responsibilities & other job related tasks that maybe assigned
● Provides back up and support to teammates ( in the absence of a peer)
● Participates in projects and trainings for continuous improvement.
● Identify and resolves pain points of the partners to continuously improve the
customer experience in managing their programs and agreements.
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