Product and Account Specialist

Product And Account Specialist III

Indianapolis-based 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, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years.

The Product and Account Specialist provide customer service and sales support for assigned U.S. business areas, and Herff Jones scholastic/collegiate sales representatives. Because the business is cyclical, the specialist will learn multiple areas of the operation throughout the year-round planning and sales cycle. Success in this role requires a strong service focus, accurate order management, clear communication, and the ability to balance competing priorities.

Standard hours are Monday through Friday, 8:00 a.m. to 4:45 p.m. Hours may vary as needed, during peak season including Saturdays, if necessary to meet customer demand.

What We Want You to Accomplish:

• First 30 Days and on:
• Be in complete learning mode gaining knowledge from job aids and SOP (standard operating procedures), and senior team members to become productive as quickly as possible.
• Build relationships with scholastic/collegiate product specialists, to support the needs of our customers.
• Gain a high-level understanding of the flow of products and department processes.

First 90 days:

• Build initial relationships with internal customers and sales partners in your assigned territory.
• Become proficient in performing basic operations in our ticketing and phone systems independently, or with little oversight.
• Demonstrate strong understanding of SOPs and job aids, requiring minimal guidance.

First 120 days:

• Deepen relationships with sales partners and customers by this time, you should be able to anticipate many of their needs - in your assigned territory.
• Demonstrated ability in performing intermediate operations in our OM (Order Manager), Customer Text Portal, and ERP system (Oracle), to meet or exceed customer needs.
• Proactively flag trends or recurring issues and contribute to process improvements

What You'll Be Doing Daily:

• 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.
• Assist 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.

What You'll Bring to the Table:

• 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.

Education / Certifications Required:

• 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

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.

Any employment agency, person or entity that submits a rsum into this career site or to a hiring manager does so with the understanding that the applicant's rsum will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.