Customer Service Representative

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.

Position Summary:
Primary responsibilities of a Customer Service Representative are the receipt and resolution of customer and sales inquiries for jewelry orders. This position includes responsibility for acting as an order liaison between the Herff Jones sales representatives, onsite production management personnel, and accounting personnel from receipt of orders to deliveries. This role will be responsible for collecting accurate data and updating appropriate systems, databases, and spreadsheets. CSR will have a good understanding of jewelry manufacturing, including catalogue and product details and pricing.

Core Activities:
Customer/Sales Inquiries:

• Receive and organize inquiries from the sales representatives, end customers, and colleagues.
• Assist customers/sales representatives by reviewing options, providing information, and general direction to resolve issues.
• Tracks orders in production to insure timely completion and on time deliveries; including working with sales representatives to manage missed delivery deadlines.
• Continually coaches sales representatives on proper administrative procedures with the Plant.
• Completes all customer facing actions as per department service level agreements.
• Represents the Company to the sales representative in a positive, professional manner in all communications.

Order Processing:

• Assures that artwork is approved by operations and sales representatives before tooling and manufacturing is started on new accounts or new designs.
• Attends production/new business meetings to advise production team of delivery specific commitments.
• Edits ring service contracts.
• Verifies tooling availability and orders tooling if necessary.
• Verifies that artwork is in process on new rings accounts or designs.
• Oversees editing on and orders returned from the production floor.
• Works with Scheduling Lead for approval of rush requests and maintains Hot List with accuracy.
• Ensures Sales Reps are charged accurately for rush requests.
• Reviews ring samples, usually wax, for approval and send to Sales Reps for approval when necessary.
• Ensures accuracy in all forms, data entry, and product review to reduce errors.
• Ensure all cross-department paperwork is fully completed and handed off to correct party.
• Works with colleagues to help solve problems that may exist between order entry and factory hard copy receipt. I.e.: systems problem/data entry problem/contract problem
• Holds orders that need contract adjustments until contracts clears systems.
• When necessary, provides pricing, concession, and commission levels in accordance with established policies.
• Works with all levels of Plant personnel to facilitate the necessary education, training, documentation and procedures.
• Assist in occasional department projects and process updates.
• Backfill and support colleagues during vacations, transitions, and seasonal volume increases.
• Work closely with department leads to research complicated scenarios or unusual circumstances that require additional attention.
• Performs all other duties as assigned.
• up to 5% travel required for our Greek department.

Minimum Qualifications:

• A college degree is preferable or comparable work-related experience.
• Ability to follow through with strict paperwork requirements.
• Ability to communicate well with factory management, sales management, sales force and customers.
• Ability to research and correct problems from receipt to shipment from the plant.
• Must be able to communicate via multiple channels including telephone operating and chase management systems.
• Must be able to work under stressful time commitments, especially during the busy pre-Christmas and championship seasons.
• Knowledge of Microsoft Office programs and ERP systems.

Expectations within first 90 days in the role:

• First 30 days: Complete all onboarding and training courses. Ensure fundamental understanding of the position and department business processes.
• First 60 days: Understand the high-level flow of products and processes. Build working relationship with manufacturing and office coworkers. Work directly with management to understand key sales partners for your division.
• First 90 days: Demonstrate ability to navigate operating systems. Be able to take on assignments and tasks on your own.

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.