Customer Service Coordinator
About The Position
The Customer Service Coordinator serves as a point of contact for assigned customers and independent sales professionals, building and maintaining relationships with customer decision-makers and external sales partners. The role supports Customer Service Specialists and sales professionals in coordinating successful graduations and timely, accurate product delivery. It acts as a liaison among customers, sales representatives, customer service staff, and internal production, distribution, and shipping managers. The coordinator also supports account management, customer issue resolution, cross-functional work, and tracking key account metrics. The position reports to the Customer Service Supervisor. Herff Jones is an Indianapolis-based provider of graduation and educational products and services, including class rings and jewelry, caps and gowns, diplomas, announcements, and motivation and recognition programs. The company describes a nationwide network of more than 1,400 employees and sales partners and more than 100 years of supporting the student experience.
Requirements
- Proven ability to communicate effectively across all levels of an organization.
- Ability to coordinate resources toward a desired outcome.
- Effective problem-solving skills and ability to maintain composure and a positive attitude in demanding circumstances.
- Ability to manage multiple projects while paying strict attention to detail.
- Experience delivering solutions based on customer needs.
- Excellent listening, problem-solving, written, and verbal communication skills.
- Experience with account management software and Microsoft Office Suite.
- Bachelor’s degree or higher preferred, or equivalent work experience of 3–5 years.
Nice To Haves
- Bachelor’s degree or higher.
Responsibilities
- Serve as a liaison among Customer Service Specialists, Sales Representatives, customers, and internal production, distribution center, and shipping managers.
- Assist Customer Service Specialists in managing contracts and customer relationships to support company profitability while maintaining goodwill and long-term customer commitment.
- Serve as a product-line expert and advisor to Independent Sales Professionals and their staff.
- Act as a point of contact for matters specific to assigned customers and Independent Sales Professionals.
- Ensure products are delivered accurately and on time according to customer needs.
- Represent customer and independent sales professional needs on cross-functional teams.
- Assist with tracking key account metrics.
- Handle requests or issues delegated by Customer Service Specialists and assist with escalations as needed.
