Customer Service Account Coordinator (Seasonal)

Position Title: Customer Service Account Coordinator (Seasonal) Location: Indianapolis, IN Starting Pay: $20/hr   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 Seasonal Account Coordinator to join our team in Indianapolis, IN.   This is a regular, seasonal on-site position with benefit eligibility to enroll in our company matched 401(k).   Shift: Standard shift is 8:00am - 5:00pm Monday through Friday. Hours fluctuate 10 – 12hr days during the week, including Saturdays and Sundays if necessary, during peak seasons and customer demand. Peak seasons vary between March through the end of May/early part of June.   Here's How You’ll Make an Impact: The Account Coordinator is an important part of the team that supports high schools, colleges, and other educational institutions (customers). This role supports the Diploma Account Specialist who work with and support our customers and the Herff Jones sales representatives.   The Account Coordinator serves as a liaison between the Diploma Customer Service Representatives and Account Specialists to ensure that any order inquiries are addresses within expected service levels. The Account Coordinator role provides overall customer support focusing on administrative duties such as researching order details, providing information on billing inquiries and other support to the Account Specialist. Primary communication methods in each of these areas will include phone support and email response. In peak times, the Account Coordinator will also enter diploma orders and other needs for the diploma support team.   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.   First 90 days:   Build initial relationships with account specialists, account managers, and sales partners in the designated assigned territory. Become proficient in performing basic operations in our ERP system (Oracle) independently or with little oversight.   First 120 Days:   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.   What You’ll Be Doing On A Daily Basis:   Contribute to the team goal of answering 80% of calls in 20 seconds (Phone Service Level Goal). Support the company’s goal of 99% of time delivery by providing order entry support when needed. Build strong relationships with Account Specialists to support the needs of our internal customers (manufacturing plant, sales representatives, other departments etc.) and external customers (supports high schools, colleges, and other educational institutions). 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. Provide administrative assistance to as directed by Account Specialists, Customer Service Manager, or other leadership. Work in a team environment and work on other tasks as assigned to meet the diploma team’s overall delivery goal. Takes 35-40 calls per day/ 20-25 troubleshooting cases per day   What You’ll Bring to the Table:   Highschool or GED required. 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.   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. Look at a computer for long periods of time. Ability to work alone in a quite environment.   JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT 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 : $20