Account Representative, Client Programs | Work from Home

About Our Client

Our client is a marketing consulting company that has served clients across North America since 1979. They specialize in solving the challenges of distributive marketing models, including B2B and B2B2C programs, and value motivated, self-directed critical thinkers who combine sound judgment with strong execution.

• 100% of their managers and team leads have been promoted from within
• Average tenure at the company is 11 years
• Their Client Programs team currently manages 45+ marketing programs for clients nationwide

Their Values

Our client is customer-driven and exists solely because of its clients. They are responsive, they act with integrity, they deliver excellence, they have grit, they bring creative solutions to hard problems, and they lead with a selfless mindset. This is how they hire, how they run programs, and how they show up for the clients who trust them with their channel.

About the Role

Our client is seeking a Client Programs Account Representative to join their team. This is a fluid, cross-functional role with exposure to multiple marketing programs and clients.

You'll need to move fluently between systems, spot patterns in program data, and bring the technical aptitude to understand how each platform's interface works and what that means for the program and the client behind it. You'll also use AI in company-approved context/processes to work faster and more accurately, to find creative solutions, and to assess results with a willingness to grow that skillset as their tools evolve. If you're comfortable helping people, solving problems, and understanding data, this role is built for you.

What You'll Do

Program & Client Management

• Develop in-depth knowledge of each client's programs, products, and services
• Liaise with clients, customers, and vendors to ensure service level agreements (SLAs) are met or exceeded
• Navigate 10–15+ web applications and systems daily across programs
• Maintain clear, current procedural documentation for your programs
• Track and log time in detail
• Be available through the online phone system during business hours (8am–5pm CT, Monday–Friday)

Data & Reporting

• Review, validate, and manipulate data across multiple order management, inventory, and program systems
• Build and maintain reports and trackers in Excel — pivot tables, formulas, and clean data structures
• Identify trends, discrepancies, and errors in program or claims data before they become client-facing issues
• Use AI tools to work more efficiently to assess and manage program integrations that support automation and fraud detection

Claims, Promotions, eCommerce, & Digital Signage

• Review marketing submissions and claims for compliance with brand standards and program guidelines
• Process co-op, rebate, and promotional claims accurately and within SLAs
• Assist customers with the submission process to maximize program participation
• Manage order entry and troubleshoot issues across multiple inventory and eCommerce systems
• Technical support for digital signage programs

Customer Service

• Manage multiple e-mail inboxes (up to 20) through an online ticketing system
• Provide prompt, friendly, and knowledgeable service by phone and e-mail
• Gather information, assess needs, and proactively resolve issues, educating customers along the way

Collaboration

• Work within a team that manages multiple client programs concurrently
• Support teammates and cover other programs when needed
• Build strong, professional relationships with customers, clients, and internal stakeholders

What We're Looking For

• Thrive in a team environment and bring a customer-first mindset to every interaction
• Comfortable juggling multiple programs, tasks, and priorities daily
• Able to prioritize and execute against verbal and written instructions with minimal supervision
• Communicate clearly and professionally via email, phone, and video/chat platforms
• Work in an organized, detail-oriented way
• Have the confidence to own a decision and the awareness when to escalate for support
• Applies detail-oriented process management skills to interpret and internalize program rules and their underlying intent, while exercising flexibility and confident judgment to achieve program goals in ambiguous situations. Evaluates historical context, trends, and risk factors to inform decision-making
• Eager to learn new systems, new programs, and new tools

Additional Qualifications

• Advanced Excel (pivot tables, VLOOKUP/XLOOKUP, formulas)
• Hands-on experience with AI tools (ChatGPT, Copilot, Claude, etc.)
• Order management or inventory system experience

Communication and Workstyle

• Strong written and verbal English communication
• Comfortable working U.S. Central Time hours (8am–5pm CT, Monday–Friday)

Education, Experience & Skills

• 2–5 years of professional work experience
• 2–5 years of customer service experience
• 4-year college degree preferred
• Core tools: Microsoft Office (Excel, Word, Outlook), online ticketing systems, multi-application workflows
• Data & reporting: Excel (pivot tables, formulas, VLOOKUP/XLOOKUP) required, data validation & cleanup
• Programs: Claims processing, co-op/rebate/promotions, eCommerce order management, inventory systems (preferred)