Customer Service-Diplomas - Order Entry Clerk I

Position Title: Order Entry Clerk I
Location: Indianapolis, IN
Pay Rate - $20.00 - $21.00 per hour

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.

Position Summary:
As an Order Entry Clerk I, you will play an integral part in ensuring customer orders are entered completely & accurately. You will also serve as a liaison between Customer Service Agents and other members of the administrative support team. The Order Entry Clerk I ensures that Customer Service Agents can address customer inquiries within the stated service levels; Order Entry Clerk I does this by ensuring they are timely in their responses to their team-mates at all times. The Order Entry Clerk I will provide overall customer support focusing on administrative duties, research, and billing inquiries. In addition, the Order Entry Clerk I will be responsible for some multi-channel customer support (email, phone, web portal/ ticketing system, chat) as well as order entry, as business needs dictate.

What we want you to accomplish:
First 30 Days:
• Actively participate in our in-house training program, using job aids, SOPs (standard operating procedures), and senior team members to become productive as quickly as possible
• Hands-on training while job-shadowing with a seasoned team member
• 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
First 90 days:
• Build relationships with Customer Service Agents and understand their needs as it relates to your role
• Become proficient in performing basic operations in our ERP system (Oracle) independently
First 120 Days:
• Operate independently and serve as a subject matter expert for you're your order book
• Demonstrated ability to navigate ERP system (Oracle) for basic and advanced tasks, to meet or exceed customer need dates

Core Activities:
• Support the company's commitment to on time delivery by providing order entry support
• Build relationship with Customer Service Agents to support the needs of our customers
• Maintain positive and professional communication and working relationship with Customers, ISPs and all Personnel; this includes being responsive and doing a quick turnaround on questions or concerns from the customers, ISPs and internal personnel
• Provide administrative assistance to Customer Service Agents in the Regions as requested

Success Indicators and Skills:
• Proven success, effectively communicating across different parts & levels of an organization, balancing empathy & kindness with efficiency
• Previous success in a Customer Service environment
• Proven ability to communicate effectively (listening, writing, and verbally to meet product delivery deadlines
• Moderate 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 ticket volume
• Work in a team environment with a positive attitude and perform other tasks assigned to meet the team's overall delivery goal

Education/ Certifications Required:
• Bachelor’s or associate degree preferred
• Honorable military service will be considered on a case-by-case basis

Physical Requirements:
• Daily activity includes but is not limited to reading, lifting, carrying, sitting, keyboarding, grasping, reaching
• Use of a step ladder to retrieve customer files as needed
• Being able to sit for long periods of time
• Ability to work alone in a quiet 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