Customer Service Warranty Rep – APS

Jostens•Owatonna, MN

20h•Hybrid

About The Position

This is a hybrid, onsite position at Jostens’ Owatonna, MN facility. The Customer Service Warranty Representative will partner with the APS (Academy and Prestige Schools) department, providing outstanding customer support and administrative coordination across APS programs. The role involves receiving returned rings/jewelry products to identify customer issues, setting up repair/remake orders for production, determining appropriate solutions (repair, remake, or replace), and executing resolutions by entering corrected orders and expedite requests in mainframe or Oracle systems.

Requirements

High school diploma or equivalent.
Minimum of 3 years of customer service and/or sales experience.
Excellent organizational skills.
Strong interpersonal, written, and verbal communication skills.
Strong organizational and prioritizing skills, being detail-oriented to assure accuracy in dealing with data and systems.
The ability to define problems, collect and analyze data, and draw valid conclusions.
Ability to work independently, making independent decisions and exercising good judgement.

Nice To Haves

Preferred 3 years of experience with Jostens products and systems.

Responsibilities

Proactively develop value-added relationships by understanding client needs and presenting customized solutions that align with Jostens’ products and services.
Entering of Warranty Edit Orders, tooling research; requests & updating, ring design research, customer callouts to resolve order issues, working with Denton Leadership team on quality issues and unique situations, cancel/re-enter of orders, expedite requests, refund requests, new order entry into Oracle, replacement quotes, receiving payments, mail intake and inspections of repaired rings from Denton and provide ongoing support.
Develop, implement, and maintain efficient order processing systems that enhance customer experience and streamline internal workflows.
Monitor system performance and identify areas of improvement, making recommendations for enhancements to maximize accuracy and efficiency.
Back up peers to coordinate the setup of new accounts, including tooling requirements and system configurations, ensuring accurate and timely execution.
Work closely with the team to manage account-specific needs, including product customization and order fulfillment.
Maintain accurate records of account set-ups and configurations, ensuring consistency and reliability of data.
Perform testing of APS systems, tools, and processes to identify potential issues before implementation.
Document and communicate test results, collaborating with relevant teams to resolve any identified issues.
Continuously evaluate the effectiveness of testing procedures, recommending improvements to enhance accuracy and efficiency.
Travel to client sites to establish and maintain strong relationships with key stakeholders, ensuring customer satisfaction and retention.