Product Account Specialist III

Herff Jones • Indianapolis, IN

31d • Onsite

About The Position

The Product and Account Specialist provide customer service and sales support for assigned U.S. business areas, and Herff Jones scholastic/collegiate sales representatives. Because the business is cyclical, the specialist will learn multiple areas of the operation throughout the year-round planning and sales cycle. Success in this role requires a strong service focus, accurate order management, clear communication, and the ability to balance competing priorities.

Requirements

• Proven ability to communicate effectively through listening, writing, and verbal communication across all levels of an organization to support timely product delivery.
• Previous success in account management or customer service, including managing multiple accounts with strong problem-solving and organizational skills.
• Ability to communicate professionally and thoughtfully through email and interpersonal interactions, using influence while demonstrating care and kindness.
• Moderate - advanced Microsoft Office skills, especially Excel, with the ability to learn new systems and technology while understanding that some work is processed manually.
• Positive attitude and willingness to learn the complete product cycle to better support customers, including schools, administrators, and field sales representatives.
• Highschool or GED required

Nice To Haves

• Bachelor's or associate degree preferred
• Honorable military service will be considered on a case-by-case basis

Responsibilities

• Coordinate product design and setup specifications among Account Managers, Sales Representatives, schools/customers, and Production Personnel for artwork, composition, tooling, and samples.
• Proactively contact Sales Representatives and keep them informed of account status, order readiness, order progress, confirmed order details, shipping updates, and delivery information.
• Manage announcement unit volume for assigned territories by coordinating with customers, Sales Representatives, and Production Personnel from order receipt through final delivery.
• Handle multi-channel inbound communications – phone, email, OM, ticketing system (Zendesk), chat – while meeting or exceeding stated Service Levels (“24 & 2”).
• Maintain positive, professional communication and working relationships with schools/customers, Sales Representatives, and internal personnel by responding promptly and following through on questions or concerns.
• Assist the Customer Service Manager with special projects and assignments as needed.
• Collaborate with team members to help balance workloads within the work group and support priorities assigned by the Customer Service Manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED