Manager of Customer Service

Position: Manager of Customer Services & Shared Services
Location:  Warwick, Rhode Island
Starting Pay: $75-100K DOE

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.
The Herff Jones Jewelry division is looking for a Manager of Customer Service & Shared Services (“the Manager”) to join our team. This position will help craft strategy, alongside the VP, for the Jewelry team as well as own the performance of the customer support and Shared Services functions.

This ON-SITE position is responsible for ensuring that customer needs are being met through phone, e-mail, web, and order taking; adherence to established SLAs is essential to success in the role. The Manager will play an integral role in establishing & maintaining outstanding service levels with customers and sales partners, commit to a high quality of service, maintain professional and technical knowledge while upholding Herff Jones corporate values. In all activities, the Manager will represent Herff Jones in a positive and professional manner.

Here's How You’ll Make an Impact:
When a student is handed their graduation regalia, there is an amazing sense of achievement. Behind the scenes, there are processes, people and systems to support this memorable moment. The Manager leads the teams focused on supporting our sales partners, high schools, colleges and other educational institutions in our Jewelry business to deliver on these important student moments.

What we want you to accomplish

In your first 30 days:

• Get to know the team – how Customer Service and Shared Services interact with each other and the rest of the facility
• Learn about our SLAs relating to CS and SS and available reporting tools
• Quickly come up to speed on Zendesk ticketing & triage, call handling, & other CS tasks
• Understand process flow, pricing, and the basics of Shared Services, including policies & procedures; learn about Specialty accounts
• Review daily reporting & attend GEMBA (daily preferred) to understand the facility
• Work with Trainer to learn key processes as quickly as possible

In your first 60 days:

• Build working relationships within and across the Jewelry CS and Manufacturing Teams and with the Independent Sales Partners
• Lead your Team & work closely with the team’s 2 Supervisors to ensure that the CS, & Shared Services teams meet daily metrics and goals
• Review and Respond to Corrective Actions; use this as one method to drive a First-Time-Right quality mindset within the Team
• Assist with interviewing for new hires

In your first 90 days and beyond:

• Monitor Supervisors’/ Leads daily management of Service Levels for phone calls, tickets, Shared Services, and chat; attend GEMBA (2x/week ) to ensure the Team meets SLAs & goals
• Handle escalations
• Build & maintain a strong working relationship across the CS & Manufacturing Teams
• Review updates to training documents & Standard operating procedures (SOPs) as changes occur; ensure that updates are made timely by training team
• Daily reinforce a positive work environment; own & drive morale within the team, with practices like “Praise in public; coach in private”
• Assess each employee on knowledge of processes, data, and tools; coach as needed
• Grow team members’ soft skills, such as work ethic, empathy, messaging and tone
• Own & drive quality in all aspects of the team’s work: “If we have time to do it wrong, we have time to do it right”, including Corrective Actions/ Preventive Actions
• Seek opportunities to improve process flows, policies, and/ or procedures
• Own training/interviewing for new hires

Here's How You’ll Make an Impact:
The Manager will model excellent behaviors and provide the direction for the team that is a pivotal part of the student’s achievement journey. Know that customer service is just as important as each quality piece of Jewelry that is crafted in our Warwick plant: this leader will always drive toward improving the Customer Experience.

You’ll Be Doing On A Daily Basis:

• Lead and mentor all team members, including the Supervisors & Leads, providing guidance and support as needed, redirecting daily activities as needed
• Collaborate with Supervisors, Leads, other departments, & stakeholders to ensure that business needs are being met
• Monitor & report SLAs for all team members – hold the team accountable to SLAs and metrics (CS and SS); provide coaching & formulate remediation plans if they are not
• Provide backup & assistance to the team during vacations, transitions, and times of increased workload
• Assess the training and professional development needs of the team and oversee the training development and delivery
• Work closely with senior management to research complicated scenarios or unusual circumstances that require additional attention
• Performs other duties as assigned
• Analyze data and make recommendations for improvements to processes, procedures, and systems
• Represent the Company to all parties, especially sales partners, in a positive, professional manner in all communication

What You’ll Bring to the Table:

• Time and Productivity Management skills
• Knowledge of Scholastic or Collegiate graduation products and services preferred
• Ability to define & refine processes and workflow, including proven examples of process improvements
• Effective communication across all levels of an organization – internal and external - by phone, email, and in person
• Moderate to advanced skills with Microsoft Office (Excel, Outlook, PowerPoint, Word)
• Demonstrate success in managing multiple tasks and projects at once while maintaining attention to detail

Physical Requirements:

• Daily activity includes but is not limited to lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting
• Reading, communication, math, critical thinking/ reasoning
• Working at a computer for extended periods of time
• Ability to regularly lift/move up to 50lbs
• Noise level in the work environment is usually moderate to above
• Ability to work six days per week during the busy season, if required to meet SLAs

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.

Salary : $75,000 - $100,000