Sales & Customer Support Supervisor

Position Title: Sales and Customer Support Supervisor

Location: Indianapolis

Starting Pay for position: $70,000+ depending on experience

RSC Coordinator/CS Supervisor

Position Summary:

Primary responsibilities of a Rep Support Center Coordinator/CS Supervisor are to oversee the Sales & Service Coordinators and Customer Service Agents and monitor the day-to-day activities as well as maintain the service level agreements signed by ISPs. Supervisor’s support and motivate Customer Service teams in order to maximize business performance. This role will be responsible for training, daily service reviews, escalations, and performance management of all assigned Sales & Service Coordinators. The Supervisor will have a good understanding of the Scholastic Sales Partners go to market strategy. The Supervisor will also assist management in corporate and plant projects, ensuring customer satisfaction and loyalty through analyzing complaints and developing new procedures.

Core Activities: 

Customer/Sales Partner Inquiries: 

• Interface with sales partners to handle both pre-sales and post-sales service functions.

• Interface with sales partners to handle both pre-sales and post-sales service functions.

• Collaborate with CSAs daily to ensure team is operating cohesively and delivering on expectations.

• Monitors and reports the performance metrics for the RSC Coordinator area – holding Coordinators accountable to SLAs and CS metrics.

• Provide outstanding customer service to improve customer satisfaction and relationships.

• Handle and resolve sales partner complaints/inquiries via mail or phone in a timely and accurate manner. 

• Continually coaches sales representatives on proper administrative procedures with the Plant, Plant CSRs, and student CSRs.

• Represents the Company to the sales representative in a positive, professional manner in all communications.

• Works alongside the Director of Customer Experience to build customer rapport and attends conventions when needed. 

Supervisory Responsibilities:

• Supervising the daily operations of the Sales & Service Coordinators and Customer Service Agents.

• Ensuring CX department service goals for team members are being met consistently, coaching, and leading the way for Coordinators reach those goals.

• Monitors and reports the performance metrics for the Sales & Service Coordinator Service area.

• Tracks Coordinator use of telephony and case management systems.

• Backfill and support colleagues during vacations, transitions, and seasonal volume increases. 

• Assesses the training needs of the Coordinator Team and oversees the training development and delivery.

• Identifies and implements process improvements within the RSC when necessary.

• Work closely with management to research complicated scenarios or unusual circumstances that require additional attention.

• Staying current on the latest industry trends and techniques.

• Approving weekly time sheets and performance metrics. 

Other Responsibilities:

• Primary interface/point of contact for the department
• Oversees/manages daily operations of department
• Manages program resources in accordance with company directives and in adherence to contract requirements
• Provides representation of departmental objectives across inter-functional groups and teams
• Long term developmental vision
• Inter-departmental communication and problem solving
• Conflict resolution amongst employees, ISPs, and other levels of management

Minimum Qualifications: 

• College degree preferable or comparable work-related experience.

• Knowledge of Scholastic graduation products and services preferred. 

• Ability to communicate well with internal colleagues of all levels.

• Excellent written and verbal communication skills with customers and sales representatives. 

• Leadership experience.

• Must be able to work under stressful time commitments, especially during the graduation seasons.

• Knowledge of Microsoft Office programs and ERP systems.

• Comfortable sitting for longer periods of time.

THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES – HERFF JONES

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, yearbooks, diplomas, 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.