Customer Service Account Representative

Position Title: Customer Service Account Representative

Location: Arcola

Starting Pay for position: $25

JOIN OUR TEAM!

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.

What You’ll Be Doing On A Daily Basis

Reporting to the warehouse supervisor, you will be responsible for pulling, packing, and inspect graduation apparel orders.

• Exercise discretion and independent judgement in liaison role between our Sales Reps, Customers (eg.: school administrative and bookstore managers) and internal production, warehouse, and shipping managers.
• Manage contracts and relationships to maximize company profit yet maintain goodwill and long-term commitment with Customers.
• Balance the needs of the Customer with the manufacturing and shipping schedules of Herff Jones and contracted carriers by exercising conflict management practices and sound policy interpretation.
• Serve as product line expert and advisor to Sales Reps their staff and key decision-makers on the account.
• Operate as the lead point of contact and trusted advisor on all matters specific to the assigned Customers and Sales Reps.
• Ensure the timely and accurate delivery of our products according to Customer needs.
• Collaborate with our Sales Reps to maintain current accounts and grow new business. Consult with Plant Manager to finalize agreements seeking win-win outcomes.
• Communicate the progress of our weekly initiatives to internal and external stakeholders.
• Serve on cross-functional process improvement teams representing the needs of our Customers and Sales Reps to assure that their needs are met.
• Assist with new business development in assigned territory and identify areas of improvement or alternative products to increase sales.
• Track key account metrics.
• Assist with high severity requests or issue escalations as needed.
• Delegate routine tasks to Seasonal Customer Service Representatives and follow-up to ensure Accounts are well serviced.
  
  

What You’ll Bring to the Table: (make sure you include years of experience and skills needed)

• Proven success effectively communicating across all levels of an organization.
• Demonstrated ability to orchestrate resources to a desired end.
• High level account management in deadline driven business.
• Effective problem solver capable of maintaining composure and a positive attitude in demanding circumstances.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Experience in delivering client-focused solutions based on customer needs.
• Demonstrated ability to communicate, influence credibly and effectively at all levels of an organization.
• Excellent listening, problem-solving, written and verbal communication skills.
  
  

Education / Certifications Required (if Needed)

• Bachelor’s degree or higher preferred; or equivalent work experience (3-5 years).
• Experience with Account management software and Office Suite.
  
  

Physical Requirements

Daily activity includes but is not limited to:

• Work long hours during peak season.
• Sit at a computer for 8-12 hours/day, five days a week.
• Type on a keyboard and perform other basic office tasks.
• Speak clearly and audibly on the telephone in English
  
  

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.