Product Account Specialist III

About the role

Herff Jones is a leading provider of graduation and educational products and services in Indianapolis. Our products include class rings and jewelry, caps and gowns, diplomas and announcements, and motivation and recognition programs. We have a nationwide network of over 1,400 employees and sales partners who have been helping elevate the student experience for over 100 years.

Responsibilities

• Coordinate product design and setup specifications among Account Managers, Sales Representatives, schools/customers, and Production Personnel for artwork, composition, tooling, and samples.
• Proactively contact Sales Representatives and keep them informed of account status, order readiness, order progress, confirmed order details, shipping updates, and delivery information.
• Manage announcement unit volume for assigned territories by coordinating with customers, Sales Representatives, and Production Personnel from order receipt through final delivery.
• Handle multi-channel inbound communications – phone, email, OM, ticketing system (Zendesk), chat – while meeting or exceeding stated Service Levels (“24 & 2”).
• Maintain positive, professional communication and working relationships with schools/customers, Sales Representatives, and internal personnel by responding promptly and following through on questions or concerns.
• Aid the Customer Service Manager with special projects and assignments as needed.
• Collaborate with team members to help balance workloads within the work group and support priorities assigned by the Customer Service Manager.

Requirements

• Proven ability to communicate effectively through listening, writing, and verbal communication across all levels of an organization to support timely product delivery.
• Previous success in account management or customer service, including managing multiple accounts with strong problem-solving and organizational skills.
• Ability to communicate professionally and thoughtfully through email and interpersonal interactions, using influence while demonstrating care and kindness.
• Moderate - advanced Microsoft Office skills, especially Excel, with the ability to learn new systems and technology while understanding that some work is processed manually.
• Positive attitude and willingness to learn the complete product cycle to better support customers, including schools, administrators, and field sales representatives.

Qualifications

• Highschool or GED required
• Bachelor’s or associate degree preferred
• Honorable military service will be considered on a case-by-case basis

Physical Requirements

• Daily activity includes but is not limited to lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting.
• Reading, communication, math.
• Being able to sit for long periods of time.
• Working at a computer for extended periods of time.
• Ability to regularly lift/move up to 25lbs.
• Ability to work alone in a relatively quiet environment.

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.