Customer Service-Diplomas - Account Specialist III

Position: Account Specialist III
Location: Indianapolis, IN
Minimum Starting Pay: DOE

THE MOST TRUSTED 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.

HERFF JONES, Account Specialist – Indianapolis, IN Your Opportunity:
The Herff Jones Customer Service team is looking for an Account Specialist to join our team in Indianapolis, IN.
This is a Regular Fulltime position with benefit eligibility including, medical, dental, vision, life, 401(k), paid time off, and additional voluntary benefits.
Typical working hours are Monday through Friday 8am – 5:00pm. Overtime, including Saturday or Sunday hours maybe needed or required during peak season.

Here's How You’ll Make an Impact:
The Account Specialist is an important part of the team that supports high schools, colleges, and other educational institutions (customers). With the support of the Account Coordinator, the Account Specialist works to manage the relationships with our customers and the Herff Jones sales representatives. As the primary contact and responsible for the account’s order success, Account Specialists ensure that any order inquiries or changes are addresses within expected service levels.
Anticipating the needs and possible barriers to an order, the Account Specialist should proactively connect with sales representatives and customers directly. Primary communication methods in each of these areas will include phone support and email response.


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 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:
• Coordinate product design and setup specification between the Sales Representative, Schools (Customer) and Production Personnel for Artwork, Composition, Tooling and Samples.
• Be proactive in contacting sales representatives and keeping them informed of account status.
• Communicating throughout the entire order cycle including readiness to order, status of order and confirmation of order details including follow-up on shipping and delivery information.
• Coordinating closely with the manufacturing leaders to determine how best to optimize scheduling.
• Manage the successful coordination of diploma unit volume of an assigned territory between the Customer, Sales Representatives and Production Personnel. This includes all aspects of the account management from receipt of order to final delivery.
• 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.
• Assist Customer Service Relationship Manager on special projects and assignments.
• Work with others to help balance workloads within the work group or from customer service manager as needed.


What You’ll Bring to the Table:
• Bachelor’s Degree preferred.
• 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 a