Sales and Service Coordinator

Herff Jones•Greenville, SC

18h•$45,000•Remote

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, 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. YOUR OPPORTUNITY: The Herff Jones Scholastic Channel team is looking for a Sales and Service Coordinator to join our team. This is a fulltime position with benefit eligibility including, medical, dental, vision, life, 401(k), paid time off, and additional voluntary benefits. HERE’S HOW YOU’LL MAKE AN IMPACT: The Sales and Service Coordinator is responsible for supporting our Sales Partners with customer service and sales support of a specific area of the US business with designated schools and Herff Jones Scholastic Sales Representatives. Supporting the Scholastic Sales Representatives requires focusing on administrative duties such order entry, schedule management, and other support to the Sales Partner. Primary communication methods in each of these areas will include phone support and email response. WHAT YOU’LL BE DOING ON A DAILY BASIS: The Sales Partner Customer Success and Experience group is evolving and modernizing. This means your job may grow and change over time as we progress. As we see it for right now, however, here are the activities that we want you to tackle: Complete order entry on time and accurately for assign Sales Partners. Be proactive in contacting Sales Partners and keeping them informed of account changes including communicating throughout the entire order cycle including readiness to order, status of order and confirmation of order details including follow-up on shipping and delivery information. Manage the successful coordination Sales Partners calendars of an assigned territory. This includes all aspects of the account management from receipt of order to final delivery (student and school). Maintain positive and professional communication and working relationship with Sales Partners and all Personnel. This includes being responsive and doing a quick turnaround on questions or concerns from the Sales Partner and internal personnel. Manage the escalation path to resolve any disappointment, concern, or praise for your Sales Partners. Support the implementation of new customer engagement systems such as telephony, case management and a department knowledge base. WHAT WE WANT YOU TO ACCOMPLISH: First 30 Days: Be in complete learning mode gaining knowledge from job aids and SOP of the scholastic sales partner business (standard operating procedures) Trained by an experienced Scholastic Success Partner working side-by-side to teach the role Understand the high-level flow of products and processes in the scholastic customer service department along with the cyclical calendar First 60 days: Build initial relationships with internal team and sales partners in the designated assigned territory Demonstrate proficiency in performing basic operations in our customer service systems independently or with little oversight First 90 days: Operate independently and service as a subject matter expert for Sales Partners within the assigned territory Establish strong relationships with Sales Partners and anticipate their needs in your assigned territory Demonstrate ability to navigate CRM (Astute) & Phone (Five9) and other customer service systems/processes to effectively process orders and solve for deadlines

Requirements

Experience working with sales partners, franchised or business owners to understand how best to build relationships and support their sales initiatives.
Proven success to effectively communicate (listening, writing and verbal) across all levels of an organization resulting to meet product delivery deadlines.
Previous success in an Account Management or Customer Service role, working with multiple accounts with strong problem solving and organization skills.
Proven ability to communicate at a high level both through email and interpersonal communication with influence and balanced with care and kindness.
Moderate to advanced skills with Microsoft Office and learning new systems/technology with understanding some work is processed manually.
Demonstrated success managing multiple processes and tasks at a time with strong organizational and detail skill.
A positive attitude with a focus on the learning the complete product cycle to better service the Sales Partner and the customer (school and student/parent).

Nice To Haves

Bachelor’s or Associates degree preferred.

Responsibilities

Complete order entry on time and accurately for assign Sales Partners.
Be proactive in contacting Sales Partners and keeping them informed of account changes including communicating throughout the entire order cycle including readiness to order, status of order and confirmation of order details including follow-up on shipping and delivery information.
Manage the successful coordination Sales Partners calendars of an assigned territory.
This includes all aspects of the account management from receipt of order to final delivery (student and school).
Maintain positive and professional communication and working relationship with Sales Partners and all Personnel.
This includes being responsive and doing a quick turnaround on questions or concerns from the Sales Partner and internal personnel.
Manage the escalation path to resolve any disappointment, concern, or praise for your Sales Partners.
Support the implementation of new customer engagement systems such as telephony, case management and a department knowledge base.