Customer Service Warranty Rep – APS

ABOUT YOU

Are you looking for a service focused position? If so, apply now to be a customer service warranty rep with Jostens. You will partner with the APS (Academy and Prestige Schools) department, be responsible for providing outstanding customer support and administrative coordination across APS programs. In this role, you will receive returned rings/jewelry products to identify all customer issues with the product, and set up the repair/remake order for production.

You will determine the appropriate solutions to repair, remake or replace the product, and execute the right resolution by entering corrected order and expedite requests in mainframe or Oracle systems.

• Proactively develop value-added relationships by understanding client needs and presenting customized solutions that align with Jostens’ products and services.
• Enter Warranty Edit Orders, conduct tooling research, manage requests and updates, perform ring design research, handle customer callouts to resolve order issues, and work with Denton Leadership team on quality issues and unique situations. Also cancel/re-enter orders, process expedite requests, handle refund requests, create new orders in Oracle, provide replacement quotes, receive payments, manage mail intake, and inspect repaired rings from Denton, providing ongoing support.
• Develop, implement, and maintain efficient order processing systems that enhance customer experience and streamline internal workflows.
• Monitor system performance, identify areas of improvement, and make recommendations for enhancements to maximize accuracy and efficiency.
• Back up peers to coordinate the setup of new accounts, including tooling requirements and system configurations, ensuring accurate and timely execution.
• Work closely with the team to manage account-specific needs, including product customization and order fulfillment.
• Maintain accurate records of account set-ups and configurations, ensuring consistency and reliability of data.
• Perform testing of APS systems, tools, and processes to identify potential issues before implementation.
• Document and communicate test results, collaborating with relevant teams to resolve any identified issues.
• Continuously evaluate the effectiveness of testing procedures, recommending improvements to enhance accuracy and efficiency.
• Travel to client sites to establish and maintain strong relationships with key stakeholders, ensuring customer satisfaction and retention.

• High school diploma or equivalent.
• Minimum of 3 years of customer service and/or sales experience. Preferred 3 years of experience with Jostens products and systems.
• Excellent organizational skills.
• Strong interpersonal, written, and verbal communication skills.
• Strong organizational and prioritizing skills, being detail-oriented to assure accuracy in dealing with data and systems.
• The ability to define problems, collect and analyze data, and draw valid conclusions.
• Ability to work independently, making independent decisions and exercising good judgement.

• We care about your health. We offer competitive healthcare (health, dental, vision, coverage) in addition to voluntary benefits including home and car insurance, pet insurance, flexible spending account, amongst many more.
• We invest in your future. Our 401K plan has immediate vesting, so you can start saving for retirement right away.
• We believe in flexibility. We offer a hybrid schedule with on-site work 3 days a week.
• We want you to unplug when needed. We believe in taking your time off without guilt and offer accrued paid time off and company paid holidays. For Washington residents, you will receive 13 vacation days, 8 paid sick leave, 11 company paid holidays, and family paid leave.
• We care about your development. We support tuition reimbursement after 6 months of service.
• We believe in pay transparency. The salary range is $43,000 to $45,000.

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  or .

Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.