The channel operations specialist supports the business development, sales team and / or marketing team in the administration of channel programs and promotions.
Channel program and promotion administration entails enrollment and verification of Lexmark's channel partners' eligibility to its programs and promotions including validation of rebate claims that these partners may submit.
Tracking of enrollments and eligibility is done through the CRM tool.
RESPONSIBILITIES :
Program, Promotion and Benefit Management
Enrolling and removing partners to different types of programs (Edge, Advantage, MPS Elite, BSD, etc.)
Verifying partner eligibility to programs and / or promotions Partner eligibility
Verifying and adding eligible partners to program quotes
Verifying and adding eligible part numbers to program quotes
Maintaining repository of program agreements (Edge, Advantage, BSD, etc)
Creating / updating Benefits and Quotes
Requesting Vendor set-up for partners paid through AP in EMEA
Preparing target letters / business plans, MDF letters and collecting them
MDF Management
Adding / Editing MDF Budgets
Requesting funds for EMEA
Demo Management
Verifying eligibility
Validating demo claims report
Approving demo requests / quotes
Channel MPS Management
Reviewing MPS contract and converting this into standard input format for setup
Sending out of welcome email to MPS Core customers (reseller)
Other admin tasks as requested by Business Development team
SSR tasks such as product inquiry and pricing inquiry
Editing / updating marketing collaterals (eg : edit dollar amounts, images, additional printers)
Researching account / partner information based on required data
Research / reporting requests
Case Management
Attending to email inquiries or CRM issues from personal and group mailbox
Owning and resolving cases in multiple CRM Queues
Triaging cases to correct support group or owner
Reports Creation / Update
Creating and / or replicate reports as specified by Business Development team
Generating enrollment reports for Loyalty Perks Program
Creating Salesforce reports based on requests
Generating NA Promo Audit report
Generating AP VIR report
Generating NA Progressive VIR and QPI report
Computing VIR / QPI / Premier Circle
Generating BID Desk and Demo Claim
MPS Express Support
Evaluating submitted MPS Express case
Creating price card for MPS Express opportunities
Creating contracts for MPS Express opportunities
Tracking of MPS Express opportunity down to contract signing
Partner Onboarding Coordination
Enrolling new partners to a program
Sending welcome letters
Requesting access to PartnerNet, LexU and Vistex
Coordinating with other teams on back-end trainings / orientation
Updating sales reps on the partner status
Onboarding of partners from contract signing to program enrollment
Rebates / Claims Monitoring
Submitting VIRs in Vistex portal
Monitoring payout status
Communicating to sales reps and BDMs / Program Management team the payment information
COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES :
Tools Proficiency : Knowledge of CRM tool, DealDesk, Loyalty Perks site, SAP and MS Excel
Analysis : Able to analyze the situation, and to arrive at solutions
Project Management : Able to track and manage different projects
Customer Service : Good at relationship-building and provides correct solutions to concerns; able to think of innovation to address the needs of the customers / requestors
Communication : Clearly and effectively present sales and business reports and analysis, ideas, opinions, and conclusions orally and in writing to all requesters
Decision-Making : Able to verify whether a request is valid or not, and identify if we approve or deny requests
EDUCATION / EXPERIENCE :
College Graduate
2 years BPO work-related experience 
