About the position
The Account Coordinator position at Herff Jones is a vital role within the Customer Service team, located in Indianapolis, IN. This position is designed to support high schools, colleges, and other educational institutions by acting as a liaison between the Diploma Customer Service Representatives and Account Specialists. The Account Coordinator will ensure that order inquiries are addressed promptly and efficiently, maintaining the expected service levels. The role involves a variety of administrative duties, including researching order details, handling billing inquiries, and providing support to the Account Specialist. Communication will primarily occur through phone and email, and during peak times, the Account Coordinator will also assist in entering diploma orders and fulfilling other needs for the diploma support team. In the first 30 days, the new hire will focus on learning the necessary skills and knowledge through job aids and standard operating procedures, while being trained by an experienced Account Specialist. By the end of the first 90 days, the Account Coordinator is expected to build relationships with account specialists, account managers, and sales partners, and become proficient in using the ERP system (Oracle) with minimal oversight. After 120 days, the expectation is to operate independently, serving as a subject matter expert for the assigned territory and effectively processing orders while anticipating customer needs. Daily responsibilities include contributing to the team's goal of answering 80% of calls within 20 seconds, supporting the company's delivery goals, and maintaining positive communication with customers and internal teams. The role requires taking 35-40 calls and handling 20-25 troubleshooting cases daily, emphasizing the importance of strong organizational skills and a positive attitude to enhance customer service and support the sales representatives.
Responsibilities
- Serve as a liaison between Diploma Customer Service Representatives and Account Specialists.
- Research order details and provide information on billing inquiries.
- Enter diploma orders and assist the diploma support team during peak times.
- Answer 80% of calls within 20 seconds to meet service level goals.
- Support the company's goal of 99% on-time delivery by providing order entry support when needed.
- Build strong relationships with Account Specialists and internal/external customers.
- Maintain positive and professional communication with schools and sales representatives.
- Provide administrative assistance as directed by Account Specialists or Customer Service Manager.
- Work in a team environment and assist with other tasks to meet overall delivery goals.
- Handle 35-40 calls and 20-25 troubleshooting cases per day.
Requirements
- High school diploma or GED required.
- Proven success in effective communication (listening, writing, and verbal) to meet product delivery deadlines.
- Previous experience in Account Management or Customer Service with multiple accounts.
- Strong problem-solving and organizational skills.
- Moderate to advanced skills in Microsoft Office, especially Excel.
- Ability to manage multiple processes and tasks simultaneously with strong attention to detail.
- Positive attitude and eagerness to learn the complete product cycle.
Nice-to-haves
- Experience with ERP systems, particularly Oracle.
- Familiarity with customer service best practices in an educational context.
