Customer Service Rep.

Position: Customer Service Representative
Location: Warwick, Rhode Island
Pay Range$21.50 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, 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:
In Jewelry Cheer Customer Service, you will manage the relationship between Herff Jones and the sales partners, schools, or customers we service. This will include successfully coordinating all aspects of an order between the Customer, Sales Partner, and internal personnel from spec set-up to final delivery.
What we want you to accomplish:

• Work side-by-side with a seasoned Customer Service team member within the first 30 days of employment
• Wean away from side-by-side towards independently handling job duties between days 31 and 89.
• At 90 days of employment, be able to work independently
• Respond to emails and/or phone calls within 24 hours or less
• Answer phone with an abandonment rate of less than 10

Core Activities:

• Coordinate product design between Sales and/or Customer and Production Personnel for Artwork, Tooling, and Samples.
• Be proactive in working with Production and Purchasing to keep them informed of specific requirements on orders.
• Confirm all order information and communicate order status with Sales and Customers as appropriate.
• Provide continuous follow-up on information and approvals needed until they are all obtained.
• Manage the successful coordination of jewelry orders between the Sales and/or Customer and Production. Personnel. This includes all aspects of account management from spec set-up to final delivery of an order.
• Provide product specification setup for all new and/or modified products.
• Order Entry to appropriate computer system as needed.
• Monitor orders for on time delivery.
• Maintain positive and professional communication and working relationship with Customers, Sales and all Personnel. This includes being responsive and doing a quick turnaround on questions or concerns from the customers, sales partners and internal personnel.
• Maintain product website from responding to customer questions/complaints, as well as transactions and new orders.
• Ensuring sales has all adequate information and products for cheer events, such as order forms, samples and/or product for each event.
• Maintain daily log of all order processing activity from art, tooling, order entry to final delivery of product.
• Work with sales and marketing on new product development, as well as order forms for yearly cheer events.

Success Indicators:

• Proven ability to communicate at a high level both through email and on the phone
• Ability to multi-task and handle a moderate amount of stress/pressure during peak seasons.
• Moderate advanced skills with Microsoft Office
• Demonstrated success managing multiple processes & tasks at a time while paying strict attention to detail

Education / Certifications Required:

• High school diploma or equivalency required.
• Bachelor’s or associate degree preferred

Physical Requirements:

• Use of a step ladder to retrieve customer files as needed
• Being able to sit for long periods of time
• Being able to travel throughout the facility to inquire about and expedite orders with production and production control personnel.

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 students and sales partners, the professionals at Herff Jones have been helping elevate 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, I