Sales & Customer Support Leader

Sweeping Corporation of America; Indianapolis (IN); On-site; USD 63,000 - 77,000; Full time

Job summary

Herff Jones is seeking a Sales and Customer Support Supervisor in Indianapolis to oversee the Sales & Service Coordinators and Customer Service Agents. You will monitor day-to-day activities, uphold SLAs, coach staff, and drive customer satisfaction through performance management and service improvements.

The role partners with the Director of Customer Experience and requires training, service reviews and escalation handling to sustain loyalty and operational excellence in a dynamic environment.

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 graduation seasons.

Responsibilities

• Supervise daily operations of the Sales & Service Coordinators and Customer Service Agents.
• Ensure CX department service goals are met, coaching and leading coordinators.
• Monitor and report performance metrics for the Sales & Service Coordinator area.
• Track telephony and case management system usage by Coordinators.
• Backfill and support colleagues during vacations, transitions, and peak periods.
• Identify training needs and oversee development and delivery of training.

Skills

Leadership experience

Excellent written and verbal

Internal communication

MS Office

ERP systems

Ability to work under stress

Long-period sitting

Education

College degree preferable or comparable work-related experience

Job description

Herff Jones is seeking a Sales and Customer Support Supervisor in Indianapolis to oversee the Sales & Service Coordinators and Customer Service Agents. You will monitor day-to-day activities, uphold SLAs, coach staff, and drive customer satisfaction through performance management and service improvements.

The role partners with the Director of Customer Experience and requires training, service reviews and escalation handling to sustain loyalty and operational excellence in a dynamic environment.