What are the responsibilities and job description for the Customer Service-Diplomas - Account Specialist III position at Herff Jones?
Position: Account Specialist III
Location: Indianapolis, IN
Minimum Starting Pay: DOE
THE MOST TRUSTED 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.
HERFF JONES, Account Specialist – Indianapolis, IN Your Opportunity:
The Herff Jones Customer Service team is looking for an Account Specialist to join our team in Indianapolis, IN.
This is a Regular Fulltime position with benefit eligibility including, medical, dental, vision, life, 401(k), paid time off, and additional voluntary benefits.
Typical working hours are Monday through Friday 8am – 5:00pm. Overtime, including Saturday or Sunday hours maybe needed or required during peak season.
Here's How You’ll Make an Impact:
The Account Specialist is an important part of the team that supports high schools, colleges, and other educational institutions (customers). With the support of the Account Coordinator, the Account Specialist works to manage the relationships with our customers and the Herff Jones sales representatives. As the primary contact and responsible for the account’s order success, Account Specialists ensure that any order inquiries or changes are addresses within expected service levels.
Anticipating the needs and possible barriers to an order, the Account Specialist should proactively connect with sales representatives and customers directly. Primary communication methods in each of these areas will include phone support and email response.
What We Want You to Accomplish:First 30 Days:
About Herff Jones:
Indianapolis-based 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, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com.
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.
Location: Indianapolis, IN
Minimum Starting Pay: DOE
THE MOST TRUSTED 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.
HERFF JONES, Account Specialist – Indianapolis, IN Your Opportunity:
The Herff Jones Customer Service team is looking for an Account Specialist to join our team in Indianapolis, IN.
This is a Regular Fulltime position with benefit eligibility including, medical, dental, vision, life, 401(k), paid time off, and additional voluntary benefits.
Typical working hours are Monday through Friday 8am – 5:00pm. Overtime, including Saturday or Sunday hours maybe needed or required during peak season.
Here's How You’ll Make an Impact:
The Account Specialist is an important part of the team that supports high schools, colleges, and other educational institutions (customers). With the support of the Account Coordinator, the Account Specialist works to manage the relationships with our customers and the Herff Jones sales representatives. As the primary contact and responsible for the account’s order success, Account Specialists ensure that any order inquiries or changes are addresses within expected service levels.
Anticipating the needs and possible barriers to an order, the Account Specialist should proactively connect with sales representatives and customers directly. Primary communication methods in each of these areas will include phone support and email response.
What We Want You to Accomplish:First 30 Days:
- Be in complete learning mode gaining knowledge from job aids and SOP (standard operating procedures).
- Trained by an experienced Account Specialist working side-by-side to teach the role.
- Understand the high-level flow of products and processes in the fine paper customer service department.
- Build initial relationships with sales partners in the designated assigned territory.
- Become proficient in performing basic operations in our ERP system (Oracle) independently or with little oversight.
- Operate independently and service as a subject matter expert for the assigned territory.
- Establish strong relationships with sales partners and customers and anticipated their needs in your assigned territory.
- Demonstrate ability to navigate ERP system (Oracle) and other diploma systems/processes to effectively process orders and solve for deadlines.
- Coordinate product design and setup specification between the Sales Representative, Schools (Customer) and Production Personnel for Artwork, Composition, Tooling and Samples.
- Be proactive in contacting sales representatives and keeping them informed of account status.
- 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.
- Coordinating closely with the manufacturing leaders to determine how best to optimize scheduling.
- Manage the successful coordination of diploma unit volume of an assigned territory between the Customer, Sales Representatives and Production Personnel. This includes all aspects of the account management from receipt of order to final delivery.
- Maintain positive and professional communication and working relationship with schools (customers), Sales Representatives and all personnel. This includes being responsive and doing a quick turnaround on questions or concerns from the customers, sales representatives, and internal personnel.
- Assist Customer Service Relationship Manager on special projects and assignments.
- Work with others to help balance workloads within the work group or from customer service manager as needed.
- Bachelor’s Degree preferred.
- Proven success to effectively communicate (listening, writing and verbal) to meet product delivery deadlines.
- Previous success in an Account Management or Customer Service working with multiple accounts with strong problem solving and organization.
- Proven ability to communicate through email and interpersonal communication with balanced with information, care, and kindness.
- Moderate to advanced skills with Microsoft Office (specifically Excel) and learning new systems/technology with understanding some work is processed manually.
- Demonstrated success managing multiple processes and tasks (including large volume of email) 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 customer (schools and administrators) and field sales representatives.
- 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.
- Look at a computer for long periods of time.
- Ability to work alone in a quite environment.
About Herff Jones:
Indianapolis-based 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, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com.
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.
