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, Scholastic Success Partner – Indianapolis, IN
Your Opportunity:
The Herff Jones Customer Service team is looking for a Scholastic Success Partner to join our team in Indianapolis, IN.
This is a fulltime position with benefit eligibility including, medical, dental, vision, life, 401(k), paid time off, and additional voluntary benefits.
Typical working hours are Monday through Friday 8am – 5:00pm. Saturday or Sunday hours maybe needed or required during peak season.
Here’s How You’ll Make an Impact:
The Scholastic Success Partner is responsible for supporting our Sales Partners with customer service and sales support of a specific area of the US business with designated schools and Herff Jones Scholastic Sales Representatives. Supporting the Scholastic Sales Representatives requires focusing on administrative duties such order entry, schedule management and other support to the Sales Partner. Primary communication methods in each of these areas will include phone support and email response.
What We Want You to Accomplish:
First 30 Days:
Be in complete learning mode gaining knowledge from job aids and SOP of the scholastic sales partner business (standard operating procedures)
Trained by an experienced Scholastic Success Partner working side-by-side to teach the role
Understand the high-level flow of products and processes in the scholastic customer service department along with the cyclical calendar
First 60 days:
Build initial relationships with internal team and sales partners in the designated assigned territory
Demonstrate proficiency in performing basic operations in our customer service systems independently or with little oversight
First 90 days:
Operate independently and service as a subject matter expert for Sales Partners within the assigned territory
Establish strong relationships with Sales Partners and anticipate their needs in your assigned territory
Demonstrate ability to navigate CRM (Astute) & Phone (Five9) and other customer service systems/processes to effectively process orders and solve for deadlines
What You’ll Be Doing On A Daily Basis:
The Sales Partner Customer Success and Experience group is evolving and modernizing. This means your job may grow and change over time as we progress. As we see it for right now, however, here are the activities that we want you to tackle:
Complete order entry on time and accurately for assign Sales Partners.
Be proactive in contacting Sales Partners and keeping them informed of account changes including communicating throughout the entire order cycle including readiness to order, status of order and confirmation of order details including follow-up on shipping and delivery information.
Manage the successful coordination Sales Partners calendars of an assigned territory. This includes all aspects of the account management from receipt of order to final delivery (student and school).
Maintain positive and professional communication and working relationship with Sales Partners and all Personnel. This includes being responsive and doing a quick turnaround on questions or concerns from the Sales Partner and internal personnel.
Manage the escalation path to resolve any disappointment, concern, or praise for your Sales Partners.
Support the implementation of new customer engagement systems such as telephony, case management and a department knowledge base.
What You’ll Bring to the Table:
Bachelor’s or Associates degree preferred.
Experience working with sales partners, franchised or business owners to understand how best to build relationships and support their sales initiatives.
Proven success to effectively communicate (listening, writing and verbal) across all levels of an organization resulting to meet product delivery deadlines.
Previous success in an Account Management or Customer Service role, working with multiple accounts with strong problem solving and organization skills.
Proven ability to communicate at a high level both through email and interpersonal communication with influence and balanced with care and kindness.
Moderate to advanced skills with Microsoft Office and learning new systems/technology with understanding some work is processed manually.
Demonstrated success managing multiple processes and tasks 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 Sales Partner and the customer (school and student/parent).
Physical Requirements
Daily activity includes but is not limited to reading, communication, lifting, carrying, sitting, 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.
Ability to work alone in a quite environment.
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.
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