Herff Jones · 8 hours ago
Manager of Diploma Customer Service
Indianapolis, IN
Full-time
Onsite
Mid, Senior Level
$70K/yr - $93K/yr
5+ years expHerff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. The Manager of Customer Service & Order Entry will craft strategy for the Diploma team and own the performance of customer support and order entry functions, ensuring high service levels and adherence to SLAs.
Consumer GoodsJewelryProduct Design
Responsibilities
Get to know the team – how Customer Service and Order Entry interact with each other and the rest of the facility
Learn about our SLAs relating to CS and OE and available reporting tools
Quickly come up to speed on Zendesk ticketing & triage, call handling, & other CS tasks
Understand process flow, pricing, and the basics of order entry, including policies & procedures; learn about Specialty accounts
Review daily reporting & attend GEMBA (daily preferred) to understand the facility
Work with Trainer to learn key processes as quickly as possible
Build working relationships within and across the Diploma and Manufacturing Teams
Lead your Team & work closely with the team’s 2 Supervisors to ensure that the CS, Order Entry and Data Formatting teams meet daily metrics and goals
Review and Respond to Corrective Actions; use this as one method to drive a First-Time-Right quality mindset within the Team
Assist with interviewing for new hires
Monitor Supervisors’ daily management of Service Levels for phone calls, tickets, order entry, and chat; attend GEMBA (2x/week+) to ensure the Team meets SLAs & goals
Build & maintain a strong working relationship across the CS & Manufacturing Teams
Review updates to training documents & Standard operating procedures (SOPs) as changes occur; ensure that updates are made timely by training team
Daily reinforce a positive work environment; own & drive morale within the team, with practices like 'Praise in public; coach in private'
Assess each employee on knowledge of processes, data, and tools; coach as needed
Grow team members’ soft skills, such as work ethic, empathy, messaging and tone
Own & drive quality in all aspects of the team’s work: 'If we have time to do it wrong, we have time to do it right', including Corrective Actions/ Preventive Actions
Seek opportunities to improve process flows, policies, and/ or procedures
Own training/interviewing for new hires
Lead and mentor all team members, including the Supervisors, providing guidance and support as needed, redirecting daily activities as needed
Collaborate with Supervisors, other departments, & stakeholders to ensure that business needs are being met
Monitor & report SLAs for all team members – hold the team accountable to SLAs and metrics (CS and OE); provide coaching & formulate remediation plans if they are not
Provide backup & assistance to the team during vacations, transitions, and times of increased workload
Assess the training and professional development needs of the team and oversee the training development and delivery
Work closely with senior management to research complicated scenarios or unusual circumstances that require additional attention
Performs other duties as assigned
Analyze data and make recommendations for improvements to processes, procedures, and systems
Represent the Company to all parties, especially sales partners, in a positive, professional manner in all communication
Qualification
Required
Must have 3 plus years of call center experience in a supervisory and or management role, REQUIRED
Must have over 5 plus years of call center experience, REQUIRED
Time and Productivity Management skills
Ability to define & refine processes and workflow, including proven examples of process improvements
Effective communication across all levels of an organization – internal and external - by phone, email, and in person
Moderate to advanced skills with Microsoft Office (Excel, Outlook, PowerPoint, Word)
Demonstrate success in managing multiple tasks and projects at once while maintaining attention to detail
Preferred
Manufacturing call center experience is a PLUS
Knowledge of Scholastic graduation products and services preferred
Company
Herff Jones
Herff Jones is a company that makes customized class rings and graduation products.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2023-09-05Acquired
Leadership Team
Ronald Stoupa
Chief Executive Officer
Ken Moore
Senior Vice President and Chief Technology Officer
Recent News
2025-06-21
Inside INdiana Business
2025-06-19
2023-09-26
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