Address
Form of workTHE 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.
HERFF JONES, Account Specialist (Jewerly) – Warwick, RI
- This is a Full-time role with benefits
- Typical working hours are Monday through Friday from 8 am to 5 pm.
- Overtime may be needed and/or required during peak season (Feb-June) which may include Saturdays.
Your Opportunity:
The Herff Jones Customer Service team is looking for a Account Specialist (Jewelry) to join our team in Warwick, RI.
Position Summary:
The Jewelry Account Specialist is an important part of the team who serves as the lead point of contact with Sales Partners and customers where applicable. With the support of the Jewelry Account Coordinator, the Account specialist works to manage the relationships with our Herff Jones sales partners and serve as an extension of their office. As the primary contact responsible for the account’s order success, Account Specialist ensures that any order inquiries or changes are addressed within defined service levels. Anticipating the needs and possible barriers to an order, the Account specialist should proactively connect with sales partners 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 Trainer and Account Specialist working side-by-side to teach the role
- Understand the high-level flow of products and processes in the jewelry 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), WRIKE, and Astute 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 their office teams to anticipate their needs in your assigned territory
- Demonstrate ability to navigate ERP system (Oracle) and other jewelry systems/processes to effectively process orders and meet deadlines
Core Activities:
- Coordinate product design and setup specification between the Sales Partner, and the Production Team for Artwork, Tooling and Pricing
- Be proactive in contacting sales partners and keeping them informed of account status
- Communicate 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 to the team goal of processing orders from receipt to production in 14 calendar days
- Accomplish the team goal FPY of 80% of work released to production
- Work on root cause analysis with the team when KPI’s are not met
- Support the company’s goal of 99% of time delivery by providing order entry support when needed
- Maintain positive and professional communication and working relationship with Sales Partners and all internal team members. This includes being responsive and doing a quick turnaround on questions or concerns from the customers, sales partners, and internal stakeholders
- Assist Customer Service Supervisor on special projects and assignments
- Work with others to help balance workloads within the work group or from customer service supervisor as needed
What You’ll Bring to the Table:
- Proven success to effectively communicate (listening, writing and verbal) across all levels of an organization resulting in the ability 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 ability to communicate at a high level both through email and interpersonal communication with influence and balanced with care and kindness
- Moderate to advanced skills with Microsoft Office (specifically Excel) and learning new systems/technology with understanding some work is processed manually
- Demonstrated success managing multiple processes and tasks at a time with strong organizational and detail skill
- A positive attitude with a focus on the learning the complete product cycle to better service the customer (schools and administrators) and sales partners
Education / Certifications Required:
Bachelor’s or Associates degree preferred
Physical Requirements:
- Daily activity includes but is not limited to reading, listening, lifting, carrying, sitting, grasping, reaching, keying
- Use of a step ladder to retrieve customer files as needed
- Being able to sit for long periods of time
- Ability to look at a computer for extended periods of time
JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT
At Varsity Brands, we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact, and through our three distinct brands – BSN SPORTS, Varsity Spirit and Herff Jones – and our network of 9,000+ employees and independent representatives, we are proud to partner with schools, colleges and universities across the country to transform the student journey in SPORT, SPIRIT and ACHIEVEMENT.
EEO Statement 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, 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.
