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, Customer Service Manager – Edwardsville, KS
Here’s How You’ll Make an Impact:
The Customer Service Manager of Yearbook at Herff Jones is charged with leading the teams responsible for providing the support throughout the customer order journey for our end consumers and sales partners. As a pivotal role in the jewelry organization, the Customer Service Manager acts as a liaison between the customer and/or the sales partner, the production management teams, and accounting team members from order receipt to delivery. Understanding customer service best practices, the Manager will be responsible for successfully planning, coordinating and monitoring all the activities of the customer service, order entry and date entry teams to meet organizational and operational performance goals based on sales objectives and customer needs.
The Customer Service Manager will work closely with the Yearbook Services Manager to support change initiatives onsite locally. This leader will set the standard for responsiveness and flexibility during peak periods of the annual sales and support cycle.
What we want you to accomplish:
30 days: Gain a high-level understanding of the yearbook manufacturing process and the HJ business structure, become familiar with the different direct reporting groups and primary functions
90 days: Consistently lead teams to meet core KPI’s service level goals
6 months: Identify and prioritize areas of improvement and coordinate with the Services Manager to actively work on enhancing the continuous improvement plan
12 months: Fulfill a trusted and active role in the customer/sales partner escalation tree through relationship building and direct report development, coaching and training
Ongoing: Serve as the key leader and change agent for the customer service team, advocating the voice of customer issues and drive toward high levels of customer satisfaction from every customer segment
What You’ll Do On A Daily Basis:
Coordinates production of products between management, production departments, sales department, and customers.
Provide guidance and direction for the Customer Service Advisers
Oversight of HJ Marketing projects
Assist the YBK Service Manager with customer and sales partner escalations.
Update and manage all Procedures and Directories for Department.
Confers with production departments to assist in specific classification of products from quality assurance position and to discuss new specifications required by customers.
Directs investigation of customer complaints regarding quality, specifications, delivery dates, and delivered condition of products.
Approves quotes for Reworks – Quantity/Page Changes – small exceptions, etc.
Records, analyzes, and informs concerned personnel of production quality assurance, and sales personnel of status and disposition of customer complaints and claims.
Perform annual reviews and manage Kronos for direct reports.
What You’ll Bring to the Table:
Bachelor’s degree preferred with experience leading in customer contact or account management departments
Ability to gather, organize and document data accurately while solving problems quickly and professionally.
Ability to effectively handle stressful situations created by deadline pressures.
Ability to demonstrate professionalism and an attitude to serve when interacting with the customer, production, sales, marketing, and the credit department.
Skill with relating to all levels of management within the company and the school system structures.
Ability to adapt and be flexible within a fast-paced environment and remain goal-oriented while handling multiple tasks simultaneously.
Ability to change priorities quickly according to the needs of Plant and customer.
Thorough knowledge of the Herff Jones Programs and Price Book Guide.
Proficient with Microsoft Office/Excel.
Knowledgeable on InDesign
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.
Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant’s résumé 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.
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