Job Description

JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT

At Varsity Brands, we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact, and through our three distinct brands – BSN SPORTS, Varsity Spirit and Herff Jones – and our network of 9,000+ employees and independent representatives, we are proud to partner with schools, colleges and universities across the country to transform the student journey in SPORT, SPIRIT and ACHIEVEMENT.

Are you looking to play an important role on a winning team? Are you looking for more than “just a job,” but a place where you can truly thrive and have your daily contributions make a real difference in someone’s life? At Varsity Brands we’re a growing company where you can lend your skills and talents in support of a greater mission. In return, you get to work with great people on challenging assignments that will accelerate your professional growth.

HERFF JONES, ACCOUNT COORDINATOR – Indianapolis, IN

YOUR OPPORTUNITY:

The HERFF JONES Customer Experience team is looking for an Account Coordinator to join our team.

HERE'S HOW YOU’LL MAKE AN IMPACT:

The Diploma Account Coordinator is an important part of the team that supports high schools, colleges and other educational institutions (customers). The Diploma Account Coordinator, supports the Diploma Account Specialists and works to manage the relationships with our customers and the Herff Jones sales representatives. The account coordinator serves as a liaison between the Diploma Customer Service Representatives and Account Specialists to ensure that any order inquiries are addresses within expected service levels. The Account Coordinator role provides overall customer support focusing on administrative duties such as researching order details, providing information on billing inquiries and other support to the Account Specialists. Primary communication methods in each of these areas will include phone support and email response. In peak times, the Account Coordinate will also enter diploma orders and other needs for the diploma support team.

• Full-time role with benefits
• Typical working hours are Monday through Friday from 8 am to 4:45 pm.
• Some overtime may be needed and/or required during peak season which may include Saturdays.

WHAT WE WANT YOU TO ACCOMPLISH:

• First 30 Days:
  • Be in complete learning mode gaining knowledge from job aids and SOP (standard operating procedures)
  • Trained by an experienced Account Specialist working side-by-side to teach the role
  • Understand the high-level flow of products and processes in the fine paper customer service department
• First 90 days:
  • Build initial relationships with account specialists and sales partners in the designated assigned territory
  • Become proficient in performing basic operations in our ERP system (Oracle) independently or with little oversight
• First 120 Days:
  • Operate independently and service as a subject matter expert for the assigned territory
  • Establish strong relationships with sales partners and customers and anticipated their needs in your assigned territory
  • Demonstrate ability to navigate ERP system (Oracle) and other diploma systems/processes to effectively process orders and solve for deadlines

WHAT YOU’LL DO DAILY:

At Herff Jones we may have been around for 100 years but we still have the mentality of a scrappy startup. For you, that means your job may grow and change over time. As we see it for right now, however, here are the challenges that we want you to tackle:

• Contribute to the team goal of answering 80% of calls in 20 seconds (Phone Service Level Goal)
• Support the company’s goal of 99% of time delivery by providing order entry support when needed
• Build strong relationships with Account Specialists to support the needs of our internal customers (manufacturing plant, sales representatives, other departments etc.) and external customers (supports high schools, colleges and other educational institutions)
• Maintain positive and professional communication and working relationship with Schools (customers), Sales Representatives and all Personnel. This includes being responsive and doing a quick turnaround on questions or concerns from the customers, sales representatives and internal personnel
• Provide administrative assistance to as directed by Account Specialists, Customer Service Manager or other leadership
• Work in a team environment and work on other tasks as assigned to meet the diploma team’s overall delivery goal

WHAT YOU’LL BRING TO THE TABLE:

• Bachelor’s or Associates degree preferred
• Proven success to effectively communicate (listening, writing and verbal) to meet product delivery deadlines
• Previous success in an Account Management or Customer Service working with multiple accounts with strong problem solving and organization
• Proven ability to communicate through email and interpersonal communication with balanced with information, care and kindness
• Moderate to advanced skills with Microsoft Office (specifically Excel) and learning new systems/technology with understanding some work is processed manually
• Demonstrated success managing multiple processes and tasks (including large volume of email) at a time with strong organizational and detail skill
• A positive attitude with a focus on the learning the complete product cycle to better service the customer (schools and administrators) and field sales representatives

PHYSICAL REQUIREMENTS:

• Daily activity includes but is not limited to reading, listening, lifting, carrying, sitting, fingering, grasping, reaching
• Use of a step ladder to retrieve customer files as needed
• Being able to sit for long periods of time
• Ability to look at a computer for extended periods of time
• Use of a step ladder to retrieve customer files as needed

**IN ORDER TO BE CONSIDERED FOR THIS POSITION, PLEASE APPLY USING THE FOLLOWING LINK (COPY & PAST THE LINK PROVIDED) - https://careers.varsitybrands.com/us/en/job/HJ_1225/Account-Coordinator 

THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES – HERFF JONES 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, yearbooks, diplomas, frames, announcements and Greek accessories as well as motivation and recognition programs. Since 1920, our team has worked alongside students, faculty and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.

Varsity Brands companies are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, gender, sexual orientation, gender identity, veteran’s status, age or disability.

Company Description

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, yearbooks, diplomas, frames, announcements and Greek accessories as well as motivation and recognition programs. Since 1920, our team has worked alongside students, faculty and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.