What are the responsibilities and job description for the Shared Services Lead position at Herff Jones?
Position: Shared Services Lead
Location: Warwick, RI
Starting Pay: $22-31 per hour 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, 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.
Position Summary:
The Shared Services Lead (“The Lead”) will be integral in managing the day-to-day Jewelry order flow to meet Key Performance Indicators (KPIs). The Lead will manage the ring edit report, enter orders for all products, & provide reporting to Customer Service & plant leadership. The Lead will know & communicate the backlog, KPIs, & performance data daily. The Lead will oversee the Shared Services team, ensure accurate and timely processing of orders, resolve order issues, and coordinate with other departments to maintain high standards of efficiency and accuracy. The Lead will consistently evaluate the shared services processes and look for continuous improvement opportunities. The Lead will manage various initiatives as assigned and continuous improvement projects.
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: Warwick, RI
Starting Pay: $22-31 per hour 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, 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.
Position Summary:
The Shared Services Lead (“The Lead”) will be integral in managing the day-to-day Jewelry order flow to meet Key Performance Indicators (KPIs). The Lead will manage the ring edit report, enter orders for all products, & provide reporting to Customer Service & plant leadership. The Lead will know & communicate the backlog, KPIs, & performance data daily. The Lead will oversee the Shared Services team, ensure accurate and timely processing of orders, resolve order issues, and coordinate with other departments to maintain high standards of efficiency and accuracy. The Lead will consistently evaluate the shared services processes and look for continuous improvement opportunities. The Lead will manage various initiatives as assigned and continuous improvement projects.
- Full-time role with benefits
- Typical working hours are Monday through Friday from 7:30 am to 4 pm
- Some overtime may be required during peak season, including Saturdays
- First 30 Days:
- Actively participate in our in-house lead training program
- Hands-on & job shadow training in all areas of the Shared Services scope
- Understand who we are at Herff Jones and why customers come to us
- Gain a high-level understanding of the flow of products and processes
- Become proficient in performing basic operations in our ERP systems (Oracle and JMAS) independently or with little oversight
- Understand critical reports, KPIs, & cadences; participate in GEMBA daily
- First 90 days:
- Identify one major process improvement and be prepared to project manage the initiative
- Begin team coaching & providing guidance on best practices and troubleshooting support
- Monitor, drive, and be confident in all team metrics & KPIs
- First 120 Days:
- Operate independently and serve as a subject matter expert
- Full ownership of the Jewelry Shared Services team ensuring smooth operations and meeting all performance targets
- Actively coach and mentor team members, identify training needs, and contribute to their professional development, using a Quality Assurance (QA) approach
- Handle multi-channel inbound communications – phone, email, web portal, ticketing system, chat – while meeting or exceeding stated team service-level targets (SLAs)
- Support the company’s commitment to customers of on-time in-full (OTIF) delivery by providing customer support and raising escalation requests to team members as needed
- Build relationships within the broader Master Planning and Customer Service team to support the needs of our customers
- Maintain positive and professional communications and working relationships with all Warwick team members; this includes being responsive and doing a quick turnaround on questions or concerns from customers, ISPs, and internal personnel
- Proven success, in effectively communicating across different parts & levels of an organization, balancing empathy & kindness with efficiency
- Previous success in an order entry or similar shared services environment
- Proven ability to communicate effectively: listening, writing, and verbally to meet team metrics
- Moderate to advanced skills with Microsoft Office (Outlook, email, Excel are required) and learning new systems/technology
- Because some work is processed manually, being willing to work outside of digital toolsets
- Demonstrated success managing multiple tickets & tasks at a time while paying close attention to detail
- Demonstrated success effectively handling a large combined multi-channel order volume
- Work in a team environment with a positive attitude and perform other tasks as assigned to meet the team’s overall delivery goal
- Bachelor’s or associate’s degree preferred
- Honorable military service will be considered on a case-by-case basis
- Daily activity includes but is not limited to reading, lifting, carrying, sitting, keyboarding, grasping, reaching, listening, speaking
- Being able to sit for long periods of time
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 : $22 - $31
