Position Title: Customer Service Specialist

Location: Arcola, Illinois

Starting Pay for position: $22 per hour

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, 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, Customer Service Specialist- Arcola, IL

Your Opportunity:

The Herff Jones Cap and Gown team, based in Arcola IL, is looking for a Customer Service Specialist to join our team.

Here's How You'll Make an Impact:

Reporting to the Director of Customer Service, The Customer Service Specialist serves as the lead point of contact for all matters specific to our customers and Sales Reps. The customer service specialist builds and maintains strong, long-lasting relationships with our customer's decision-makers and external independent sales professionals. The successful employee manages contracts and has discretionary input to maximize company profit and maintain key accounts. Continuous interaction with senior leaders and key decision makers throughout the organization is expected.

What We Want You to Accomplish:

• Exercise discretion and independent judgement in liaison role between our Sales Reps, Customers (eg.: school administrative and bookstore managers) and internal production, distribution center, 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 Independent Sales Professionals 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 Independent Sales Professionals.
• Ensure the timely and accurate delivery of our products according to Customer needs.
• Collaborate with our Independent Sales Professionals to maintain current accounts and grow new business. Consult with management 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 independent sales professionals 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 Customer Service Coordinators and follow-up to ensure Accounts are well serviced.

What You'll Bring to the Table:

• 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.

• Work mandatory overtime as needed.
• 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.
• Sitting, grasping, reaching, standing, walking, kneeling, bending, twisting of arms, wrists, hands and back.
• Opportunity to work remote/hybrid once fully trained and have met developmental milestones contingent on having reliable at-home internet access.

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.

Other details

• Job Family JF_Customer Service
• Job Function Customer Service
• Pay Type Hourly