Customer Service Representative Jobs

ABOUT US

tms unites technology, marketing and sourcing to drive transformational change for the world’s leading brands. With 1000+ employees across 26 countries, we offer an impressive range of solutions — from inspiration and innovation to category management and delivery. Most importantly, we're a place where you can achieve great things, and be recognized as the best.

Our parent company, HAVI, is a global, privately held company that delivers expertise and experience across analytics, packaging, sourcing, supply chain, and logistics. Together, we unlock potential in our shared talent, more career opportunities and benefits, and an elevated service for our clients — which include the likes of McDonald’s, T-Mobile, O2 and adidas — as well as their customers.

Check out our latest and greatest work, from Happy Meals and reusable packaging to adidas immersive experiences, digital campaigns, and more: https://vimeo.com/manage/videos/792991243

Learn how we're bringing together technology, marketing, and sourcing to transform brands through "The Power of And": https://vimeo.com/792991410

WHAT MATTERS THE MOST

Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. And we know authenticity and diversity — critical elements of our business — can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving, always growing and listening.

If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice!

ROLE OVERVIEW

The Associate Customer Service Rep / Promo Ops Manager will be exposed to and build skills relative the core area of our promotional operations dept: sweepstakes/contests/games administration and department business operations including customer service. Primarily, the Promo Ops Assoc. Manager will be responsible for day-to-day execution of programs by owning and supporting multiple tasks to ensure successful client deliverables. They will work cross functionally ensuring client’s needs (internal and external) are met at a high level of execution, on time and on budget.

We are seeking a stand-out Associate Customer Service Rep / Promo Ops Manger to handle the department’s client deliverables for our Agency’s largest clients. This includes all activities from drafting and deployment of winner communications, coordination of redemption and prize fulfillment activities, coordination with winners regarding their travel preferences, and provision of customer service support. This role is in support of delivering the highest level of quality and excellence related to chance promotion execution.

Responsibilities:

This role will help support and execute processes and procedures designed to support the delivery of sweepstakes, contests & games, and customer service, always ensuring that projects are delivered in compliance with the laws that govern such programs and in delivering the best possible customer experience.

Digging deeper on the details:

• Develops a working relationship with cross functional teams to inspire trust, collaboration, and productivity within the agency and with external vendors
• Assists in the coordination of redemption and prize fulfillment activities to ensure the highest level of promotion execution.
• Assists with management of program and winner data using internal systems and processes.
• Provides assistance to potential and/or official winners with needs concerning prize eligibility, redemption, or fulfillment.
• Coordinates with 3rd party warehouses on fulfillment activity.
• Develops and maintains working knowledge of client's business, industry, chance promotion legalities and winner clearance processes.
• Demonstrates the ability to manage details ensuring accuracy and responsiveness in managing details.
• Assists with the development and deployment of all promotions’ correspondence individualized for each client and/or promotion, including correspondence from winners and non-winners. Bulk of correspondence via DocuSign.
• Develops FAQs for customer service support.
• Develops and maintains an active, positive, and productive working relationships within department and with internal partners.
• Participates and contributes to meetings.
• Creates and delivers client reporting.
• Provides email customer service support via Zendesk for national and regional programs to ensure delivery of the highest-level customer experience.

SKILLS AND EXPERIENCE

• Digitally savvy and curious within today's media and technology environment: including social platforms, mobile, data, online advertising.
• Strong time & project management skills.
• 3 - 5 years relevant experience in Marketing Promotion and/or Operations Management, including past relevant business experience; agency experience nice-to-have. Previous use of DocuSign and Zendesk a plus.
• Excellent computer skills, especially with MS Office software (Word, Excel, PowerPoint, Outlook, Teams).
• Natural and insatiable curiosity. We pride ourselves in bringing innovative solutions to our clients and it starts with you!
• Ability to be flexible and work under frequent time pressures.
• Strong interpersonal skills. We are a culture driven organization and you will help us define that culture.
• Excellent oral and written communication skills.
• Excellent organizational skills and attention to detail.

HAVI requires all of its US based employees to be fully vaccinated against COVID-19, unless a reasonable accommodation is approved.