Customer Service Support Lead

JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT

At Varsity Brands, we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact, and through our three distinct brands – BSN SPORTS, Varsity Spirit and Herff Jones – and our network of 9,000 employees and independent representatives, we are proud to partner with schools, colleges and universities across the country to transform the student journey in SPORT, SPIRIT and ACHIEVEMENT.

Are you looking to play an important role on a winning team? Are you looking for more than “just a job,” but a place where you can truly thrive and have your daily contributions make a real difference in someone’s life? At Varsity Brands we’re a growing company where you can lend your skills and talents in support of a greater mission. In return, you get to work with great people on challenging assignments that will accelerate your professional growth.

HERFF JONES, Customer Service Support Lead

Location: 998 Bob King Dr #900, Arcola, IL 61910

Shift: 1st Shift

HERFF JONES, CUSTOMER SERVICE SUPPORT LEAD – Arcola, IL.

Your Opportunity:

The Herff Jones Cap and Gown team, based in Arcola IL, is looking for a Customer Service Support Lead to join our team. This position is a fulltime to lead the order entry staff during our busy season and support customer service improvements throughout the year.

Here’s How You’ll Make an Impact:

Reporting to the Customer Service Supervisor, as a team member of the department you will be required to learn all positions to provide optimal production in the department. Flexibility is necessary to perform other functions as needed.

At Herff Jones we may have been around for 100 years, but we still have the mentality of a scrappy startup. For you, that means your job may grow and change over time. But do not worry, we would never ask an employee to take on an assignment they didn’t already have the right skill sets they needed to succeed. As we see it for right now, however, here are the challenges that we want you to tackle:

• Reports directly to the Customer Service Supervisor
• Coordinates the daily activities of Customer Service support
• Lead resource person for questions and inquiries from the support staff
• Expedites rush and specialty orders to ensure their timely delivery to the customer
• Reviews and applies metrics for Order Entry to ensure quality and speed
• Presents morning Gemba board for metrics and quality
• Reviews daily reports and takes necessary action
• Prioritizes work for staff to help ensure timely processing and uninterrupted flow of customer orders
• Makes sure adequate forms and supplies are on hand
• Knowledgeable about the use and function of all office equipment in the department, including all printers, copier, and fax machines
• Liaison between Customer Service and Customer Service Support groups
• Works directly with Customer Service Supervisor to keep balance and flow of all departmental needs and to ensure departmental policies and procedures are followed
• Help fill Supervisor duties in absence, i.e. field questions from other departments, complete reports, pass along import information to Support group
• Assists in coordinating of programming and procedural changes and updating internal procedural manual
• Performs other job-related duties as assigned

What You’ll Bring to the Table:

• Must have strong leadership and team building skills
• Ability to coordinate with other teams and departments
• Strong organizational and interpersonal communication skills
• Reading, writing and math skills commensurate with job duties
• Good working knowledge of PC and related software programs
• Ability to work independently with minimal supervision
• Ability to multitask and prioritize work responsibilities
• Physical strength and dexterity to perform essential job functions
• Job may require lifting but not to exceed 30 pounds
• Must have strong product knowledge and basic working knowledge of Warehouse Processing and Manufacturing Department procedures and personnel

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.

Varsity Brands companies are 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 disability.

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime
• Weekends as needed

Ability to commute/relocate:

• Arcola, IL 61910: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Excel: 1 year (Preferred)
• Supervisory: 1 year (Preferred)

Work Location: In person

Salary : $21