Customer Service Account Representative

About the role

Reporting to the warehouse supervisor, you will be responsible for pulling, packing, and inspecting graduation apparel orders. You will exercise discretion and independent judgement in liaising with Sales Reps, Customers (such as school administrative and bookstore managers), and internal production, warehouse, and shipping managers.

Responsibilities

• Manage contracts and relationships to maximize company profit while maintaining goodwill and long-term commitments with Customers.
• Balance the needs of the Customer with the manufacturing and shipping schedules of Herff Jones and contracted carriers by using conflict management practices and sound policy interpretation.
• Serve as a product line expert and advisor to Sales Reps, 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 Sales Reps.
• Ensure the timely and accurate delivery of products according to Customer needs.
• Collaborate with Sales Reps to maintain current accounts and grow new business.
• Consult with Plant Manager to finalize agreements seeking win-win outcomes.
• Communicate the progress of weekly initiatives to internal and external stakeholders.
• Serve on cross-functional process improvement teams representing the needs of Customers and Sales Reps to ensure their needs are met.
• Aid in new business development in assigned territory and identify areas for 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 Seasonal Customer Service Representatives and follow up to ensure accounts are well serviced.

Requirements

• Proven success effectively communicating across all levels of an organization.
• Demonstrated ability to orchestrate resources to a desired end.
• High level account management in a deadline-driven business setting.
• 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.

Qualifications

• Bachelor’s degree or higher preferred; or equivalent work experience (3-5 years).
• Experience with Account management software and Office Suite.

Physical Requirements

• Work long hours during peak season.
• 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.

Benefits

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.