Customer Service Warranty Rep – APS

About the role

Partner with the APS (Academy and Prestige Schools) department to provide outstanding customer support and administrative coordination across APS programs. Responsible for identifying customer issues with returned rings/jewelry products, setting up repair/remake orders, determining appropriate solutions, and executing resolutions through mainframe or Oracle systems.

Responsibilities

• Proactively develop value-added relationships by understanding client needs and presenting customized solutions that align with Jostens' products and services.
• Enter Warranty Edit Orders, conduct tooling research, request updates, and research ring designs.
• Work with Denton Leadership team on quality issues and unique situations, cancel/re-enter orders, expedite requests, handle refund requests, enter new orders into Oracle, generate replacement quotes, receive payments, inspect repaired rings from Denton, and provide ongoing support.
• Develop, implement, and maintain efficient order processing systems to enhance customer experience and streamline internal workflows.
• Maintain accurate records of account set-ups and configurations, ensuring consistency and reliability of data.
• Perform testing of APS systems, tools, and processes to identify potential issues before implementation, document test results, and collaborate with relevant teams to resolve any identified issues.
• Travel to client sites 1-2 times per month to establish and maintain strong relationships with key stakeholders, ensuring customer satisfaction and retention.

Requirements

• High school diploma or equivalent.
• Minimum of 3 years of customer service and/or sales experience.
• Preferred 3 years of experience with Jostens products and systems.

Qualifications

• Excellent organizational skills.
• Strong interpersonal, written, and verbal communication skills.
• Strong organizational and prioritizing skills, being detail-oriented to assure accuracy in dealing with data and systems.
• The ability to define problems, collect and analyze data, and draw valid conclusions.
• The ability to work independently, make independent decisions, and exercise good judgement.

Skills

• Ability to define problems, collect and analyze data, and draw valid conclusions.
• Ability to work independently, make independent decisions, and exercise good judgement.

Benefits

• Competitive healthcare (health, dental, vision, coverage).
• Voluntary benefits including home and car insurance, pet insurance, flexible spending account, amongst many more.
• 401K plan with immediate vesting.
• Hybrid schedule with on-site work 3 days a week.
• Accrued paid time off and company paid holidays.
• Tuition reimbursement after 6 months of service.
• Pay transparency with a salary range of $43,000 to $45,000.

Pay

• $43,000 to $45,000 annually.

Schedule

• Hybrid schedule with on-site work 3 days a week.

Company Information

Jostens leads the student commemoration market and has been serving local communities for over 125 years. We work with thousands of K-12 schools, colleges and universities each year, and have the honor of partnering with beloved sports teams and esteemed organizations across the country. Our iconic products — like yearbooks, letter jackets, class jewelry and championship rings — keep meaningful traditions alive and inspire millions of people to celebrate their unique stories, milestone moments and biggest accomplishments every year. We have 13 first-class facilities across the globe, from North America to the Caribbean.

ADA Compliance

Jostens is committed to the full inclusion of all qualified individuals. If reasonable accommodation is required to fully participate in the job application or interview process, or to perform the essential functions of the position, please reach out to our HR team at recruiter@jostens.com or (952) 830-3300.

EEO Statement

Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

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