Manager of Diploma Customer Service
About The Position
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. 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.
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
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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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
