Product and Account Specialist III

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.

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.

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; High school or GED required; Reading, communication, math; Ability to lift, carry, sit, grasp, reach, stand, kneel, walk, bend, and twist; Ability to sit for long periods of time; Ability to work at a computer for extended periods of time; Ability to regularly lift/move up to 25 lbs; Ability to work alone in a relatively quiet environment

Nice to have

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