Manager of Diploma Customer Service

Talent Acquisition Team•Indianapolis, IN

5d•$70,000 - $93,000•Onsite

About The Position

The Herff Jones Diploma division is looking for a Manager of Customer Service & Order Entry (“the Manager”) to join our team. This position will help craft strategy, alongside the VP, for the Diploma team as well as own the performance of the customer support and order entry functions. This ON-SITE position is responsible for ensuring that customer needs are being met through phone, e-mail, web, and order taking; adherence to established SLAs is essential to success in the role. The Manager will play an integral role in establishing & maintaining outstanding service levels with customers and sales partners, commit to a high quality of service, maintain professional and technical knowledge while upholding Herff Jones corporate values. In all activities, the Manager will represent Herff Jones in a positive and professional manner. When a student is handed their diploma, there is an amazing sense of achievement. Behind the scenes, there are processes, people and systems to support this memorable moment. The Manager leads the teams focused on supporting our sales partners, high schools, colleges and other educational institutions in our diploma business to deliver on these important student moments. The Manager will model excellent behaviors and provide the direction for the team that is a pivotal part of the student’s achievement journey. Know that customer service is just as important as each quality diploma that is crafted in our Indianapolis plant: this leader will always drive toward improving the Customer Experience.

Requirements

Must have 3 plus years of call center experience in a supervisory and or management role, REQUIRED.
Must have over 5 plus years of call center experience, REQUIRED
Time and Productivity Management skills
Ability to define & refine processes and workflow, including proven examples of process improvements
Effective communication across all levels of an organization – internal and external - by phone, email, and in person
Moderate to advanced skills with Microsoft Office (Excel, Outlook, PowerPoint, Word)
Demonstrate success in managing multiple tasks and projects at once while maintaining attention to detail
Daily activity includes but is not limited to lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting
Reading, communication, math, critical thinking/ reasoning
Working at a computer for extended periods of time
Ability to regularly lift/move up to 50lbs
Ability to work six days per week during the busy season, if required to meet SLAs

Nice To Haves

Manufacturing call center experience is a PLUS.
Knowledge of Scholastic graduation products and services preferred

Responsibilities

Lead and mentor all team members, including the Supervisors, providing guidance and support as needed, redirecting daily activities as needed
Collaborate with Supervisors, other departments, & stakeholders to ensure that business needs are being met
Monitor & report SLAs for all team members – hold the team accountable to SLAs and metrics (CS and OE); provide coaching & formulate remediation plans if they are not
Provide backup & assistance to the team during vacations, transitions, and times of increased workload
Assess the training and professional development needs of the team and oversee the training development and delivery
Work closely with senior management to research complicated scenarios or unusual circumstances that require additional attention
Performs other duties as assigned
Analyze data and make recommendations for improvements to processes, procedures, and systems
Represent the Company to all parties, especially sales partners, in a positive, professional manner in all communication

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