THE MOST TRUSTED NAME IN CELEBRATING STUDENT
HERFF JONES, Sales and Service Coordinator
Location: 4719 W. 62nd St, Indianapolis, IN 46268
Schedule: Monday-Friday 8:00am-5:00pm; some overtime may be required during peak seasons.
THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES – HERFF JONES
Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones' products include class rings and jewelry, caps and gowns, yearbooks, diplomas, frames, announcements, and Greek accessories as well as motivation and recognition programs.
Since 1920, our team has worked alongside students, faculty, and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.
YOUR OPPORTUNITY:
The Herff Jones Customer Service team is looking for a Sales and Service Coordinator to join our team in Indianapolis, IN.
This is a fulltime position with benefit eligibility including, medical, dental, vision, life, 401(k), paid time off, and additional voluntary benefits.
HERE’S HOW YOU’LL MAKE AN IMPACT:
The Sales and Service Coordinator is responsible for supporting our Sales Partners with customer service and sales support of a specific area of the US business with designated schools and Herff Jones Scholastic Sales Representatives. Supporting the Scholastic Sales Representatives requires focusing on administrative duties such order entry, schedule management and other support to the Sales Partner. Primary communication methods in each of these areas will include phone support and email response.
WHAT YOU’LL BE DOING ON A DAILY BASIS:
The Sales Partner Customer Success and Experience group is evolving and modernizing. This means your job may grow and change over time as we progress. As we see it for right now, however, here are the activities that we want you to tackle:

• Complete order entry on time and accurately for assign Sales Partners.
• Be proactive in contacting Sales Partners and keeping them informed of account changes including communicating throughout the entire order cycle including readiness to order, status of order and confirmation of order details including follow-up on shipping and delivery information.
• Manage the successful coordination Sales Partners calendars of an assigned territory. This includes all aspects of the account management from receipt of order to final delivery (student and school).
• Maintain positive and professional communication and working relationship with Sales Partners and all Personnel. This includes being responsive and doing a quick turnaround on questions or concerns from the Sales Partner and internal personnel.
• Manage the escalation path to resolve any disappointment, concern, or praise for your Sales Partners.
• Support the implementation of new customer engagement systems such as telephony, case management and a department knowledge base.

WHAT WE WANT YOU TO ACCOMPLISH:
First 30 Days:

• Be in complete learning mode gaining knowledge from job aids and SOP of the scholastic sales partner business (standard operating procedures)
• Trained by an experienced Scholastic Success Partner working side-by-side to teach the role
• Understand the high-level flow of products and processes in the scholastic customer service department along with the cyclical calendar

First 60 days:

• Build initial relationships with internal team and sales partners in the designated assigned territory
• Demonstrate proficiency in performing basic operations in our customer service systems independently or with little oversight

First 90 days:

• Operate independently and service as a subject matter expert for Sales Partners within the assigned territory
• Establish strong relationships with Sales Partners and anticipate their needs in your assigned territory
• Demonstrate ability to navigate CRM (Astute) & Phone (Five9) and other customer service systems/processes to effectively process orders and solve for deadlines

WHAT YOU’LL BRING TO THE TABLE:

• Bachelor’s or Associates degree preferred.
• Experience working with sales partners, franchised or business owners to understand how best to build relationships and support their sales initiatives.
• Proven success to effectively communicate (listening, writing and verbal) across all levels of an organization resulting to meet product delivery deadlines.
• Previous success in an Account Management or Customer Service role, working with multiple accounts with strong problem solving and organization skills.
• Proven ability to communicate at a high level both through email and interpersonal communication with influence and balanced with care and kindness.
• Moderate to advanced skills with Microsoft Office and learning new systems/technology with understanding some work is processed manually.
• Demonstrated success managing multiple processes and tasks at a time with strong organizational and detail skill.

A positive attitude with a focus on the learning the complete product cycle to better service the Sales Partner and the customer (school and student/parent).
PHYSICAL ACTIVITIES:

• Daily activity includes but is not limited to reading, communication, lifting, carrying, sitting, grasping, reaching.
• Use of a step ladder to retrieve customer files as needed.
• Being able to sit for long periods of time.
• Ability to look at a computer for extended periods of time.
• Ability to work alone in a quiet environment.

Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.
Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.
MILESTONES – HERFF JONES
Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones' products include class rings and jewelry, caps and gowns, yearbooks, diplomas, frames, announcements and Greek accessories as well as motivation and recognition programs. Since 1920, our team has worked alongside students, faculty and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.
Herff Jones is an equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, gender, sexual orientation, gender identity, veteran’s status, age or disabil