Location: Shelbyville,TN, USA
JOB TITLE: Customer Service Representative - Diploma
LOCATION: Shelbyville - On-Site
TITLE OF IMMEDIATE SUPERVISOR: Sr. Supervisor, Area
NOTE: This is a multi-position / multi-incumbent job. This document is a general description of typical and/or representative attributes and requirements of the job. It is not intended to be an exhaustive list of all duties and responsibilities performed by all incumbents, and it is not intended to indicate the exact combination and time allocation of duties and responsibilities specific to any individual incumbent. Position-specific material may be appended
GENERAL DESCRIPTION OR PURPOSE OF JOB:
This position creates a partnership with our school customers and field sales staff to proactively manage our accounts by establishing a value-added service relationship. The person in this position will be fully responsible to implement a high level of customer service that supports the sales strategy. This is evidenced by a proactive approach to understanding customer needs, maintaining customer set up accuracy on Jostens systems, assisting salespeople in program implementation, effectively handling daily customer transactional activity via phone, e-mail, mail (customer orders, order status, issue resolution, billing questions, product questions, etc.), and maintaining customer records. Incumbent must also be able to partner with the field sales staff to strengthen our business and increase customer penetration with new and existing products through cross selling and up-selling in order to make our business grow.
This position remedies sensitive situations as well as proactively contacts customer(s) when required. Responds to technical, product or service application inquiries, complaints, or requests for special consideration. Must be versed in Jostens policy and procedures to enforce guidelines and policies including the ability to make sound decisions regarding exception(s) to policy.
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
Item
Responsibility
Time
1
Proactively understanding customer needs, maintaining customer set up accuracy on Jostens systems, effectively handling daily customer and field sales rep transactional activity via phone, e-mail, mail (customer orders, order status, issue resolution, billing questions, product questions, etc) and maintaining customer records.
50%
2
Partner with sales counterparts in the field to strengthen our business through cross selling & upselling products in order to make our diploma business grow.
20%
3
Remedies sensitive situations as well as proactively contacts customer(s) when required. Responds to technical, product or service application inquiries, complaints, or requests for special consideration.
20%
4
Has contact with other departments and locations within the organization to obtain and provide information
10%
JOB REQUIREMENTS/SPECIFICATIONS: Note that (i) computer literacy and working-level skill with the basic MS Office suite (Word, Excel, Outlook, Explorer), (ii) good verbal and written communication skills, (iii) good interpersonal skills, and (iv) the ability to work well both individually and in a team environment are default requirements for all Jostens exempt and salaried nonexempt employees
Required:
* High school diploma or equivalent
* 3+ years working in a customer service or sales environment preferred
* Ability to work independently in an organized manner as well as being a team player in a team environment
* Diploma product knowledge preferred Working knowledge of Microsoft Suite Applications
* Strong oral and written communication skills in working with internal & external customers at all levels
* Ability to make decisions and exercise judgment
* Ability to resolve complex issues independently
* Excellent analytical and problem-solving skills Oracle knowledge preferred
* Ability to up sell and cross sell Jostens products
CONTACTS AND COMMUNICATIONS:
Internal: Interplant departments (Art, Engineering, Purchasing, Production Control, Shipping, Order Processing) with reference to costing, setting up order specifications, and designing artwork layout, seal copy, and etchings.
External: Independent Sales Representatives
PHYSICAL AND ENVIRONMENTAL REQUIREMENTS OF JOB:
Full range of motion required: Cervical (upward extension and downward flexion), Elbows, Hands, Wrists, Left and Right-Hand fingers.
Extended hours may be required, in some cases with little or no advance notice.
Celebrating over 120 years of business, Jostens has been a part of local communities, working with K-12 schools, colleges and universities, teams and affiliation groups. Representatives from Jostens touch thousands of schools and groups every day, working to make a difference with products and services that recognize accomplishments and help people tell their stories. These products, along with resources for educators, yearbook curriculum and services to help motivate and inspire like Jostens Renaissance and Commitment to Graduate (C2G) are all designed to contribute to a positive and rewarding school experience. As a household name and leading brand in our market, we are passionate about being the most trusted partner in celebrating moments that matter. We are a mid-size company with a small company feel, allowing us to move fast and explore innovative ideas.
AMERICANS WITH DISABILITIES ACT (ADA):
Jostens is committed to the full inclusion of all qualified individuals. If reasonable accommodation is required to fully participate in the job application or interview process, or to perform the essential functions of the position, please reach out to our HR team at ...@jostens.com or 931-###-####.
Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.
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