Customer Service Coordinator

About the role

The Herff Jones Cap and Gown team, based in Arcola IL, is seeking a Customer Service Coordinator to join our team. Reporting to the office manager, the Customer Service Coordinator serves as the point of contact for all matters specific to our customers and sales reps.

Responsibilities

• Build and maintain relationships with customer decision-makers and external independent sales professionals.
• Assist customer service specialists and independent sales professionals to ensure successful graduations.
• Liaison role between customer service specialists, sales reps, customers (e.g., school administrative and bookstore managers), and internal production, distribution center, and shipping managers.
• Manage contracts and relationships to maximize company profit while maintaining goodwill and long-term commitment with customers.
• Serve as a product line expert and advisor to independent sales professionals and their staff.
• Operate as a point of contact on matters specific to the assigned customers and independent sales professionals.
• Affirmatively deliver solutions based on customer needs.
• Ensure timely and accurate delivery of products according to customer needs.
• Participate on cross-functional teams representing the needs of customers and independent sales professionals to assure their needs are met.
• Track key account metrics.
• Assist with requests or issues delegated from customer service specialists and escalations as needed.

Requirements

• Proven success effectively communicating across all levels of an organization.
• Demonstrated ability to orchestrate resources to a desired end.
• 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 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.