Client Service Specialist at Learning Resources in Vernon Hills, IL

About hand2mind:

We bring learning to life! Trusted by teachers for more than 60 years, hand2mind creates engaging, classroom-tested materials that empower children to learn by doing. We are a 150-person strong, family-owned company that's been voted one of the Chicago Tribune's Top Workplaces for the last six consecutive years. In addition to building high-quality, hands-on learning materials for the classroom like VersaTiles® and Cuisenaire® Rods, we also develop educational toys for the home that make learning math, reading, social-emotional learning, and STEM fun and interactive. As a company, we are committed to our employee’s personal and professional development. That’s why we offer a competitive benefits package, a supportive culture, and a variety of training and development opportunities. We are looking for professionals who are truly just kids at heart! We hope you’ll come join our award-winning team today!

Team & Position Description: 

We are currently seeking a Client Service Specialist to join our team of industry-leading client service specialists. In this role, you will build relationships as a trusted partner with our most strategic customers by continually learning and adapting to their evolving business needs; promptly and thoroughly responding to customer inquiries and requests; and delivering exceptional service that consistently “WOWs” our most valued customers. As a critical liaison between your customers and cross-functional teammates, you will coordinate the timely and successful fulfillment of orders for key accounts. 

What you’ll do day to day:  

• As the primary point of contact for assigned B2B accounts, you will perform all tasks related to customers’ order processing needs.
• Prioritize and coordinate the delivery of orders according to customer needs and objectives.
• Work collaboratively with your colleagues in operations and sales to promptly and thoroughly respond to and resolve customer requests and issues. 
• Generate, review, and modify time-sensitive customer reports with a consistent high-level of accuracy. 
• Monitor customer orders for potential delays or complications and proactively work with teammates to ensure full customer satisfaction  
• Assist customers with post-shipment actions including, but not limited to, order tracking and expediting; proof of deliveries; resolving shipping errors and damages; and coordinating order returns and credits.
• Be the subject-matter expert on your customers’ business requirements and hand2mind’s internal tools and processes related to order management and the fulfillment of other customer-specific needs.
• Champion continuous improvement that positively impacts the customer experience and identify underlying root causes for missed deliverables though research and analysis.
• Perform other duties for this role as assigned and necessary

What we’re looking for (Key Performance Objectives): 

1. Order Processing
   • Within 30 days, take over responsibility of processing EDI orders for at least one key account.  This includes reviewing order date and notes for special handling and releasing order holds. 
   • Within 60 days, demonstrate ability to enter manual orders accurately and efficiently.
2. Order Management
   • Within 60 days, fully take over management of fulfillment orders for at least one key account by running reports to validate and ensure all orders are on track.
   • Demonstrate appropriate communication to internal and external stakeholders for out-of-stock items. 
3. Order Management Reporting
   • Within 60 days, successfully run customer reports to communicate order status and expected ship dates.
   • Audit fulfillment fee detail reports within 2 business days after month-end.
4. Manage Post Order Issues
   • Within 90 days, manage cases (MS 365 Customer Experience module) to respond to customer inquiries.
   • Resolve order issues, replacement and return requests timely, accurately and efficiently.
5. Project management
   • Execute large order projects to meet customer expectations and delivery deadlines. 
   • Demonstrate ability to communicate effectively across departments within 180 days.  

Requirements/Ideal Attributes:

• Bachelor’s Degree or commensurate work experience in a similar role required  
• 2 -5 years’ experience working directly with customers in service-oriented role
• Proficient working in a computer environment and efficient with data entry
• Enjoy servicing customer needs and solving problems with a positive and eager attitude
• Thrive in fast-paced, deadline-sensitive environment
• Microsoft Office Suite: Intermediate level Word/Excel/Outlook

We are a drug-free workplace and an EEO employer.

Please note: This role will be filled by our internal recruitment team, so no assistance is needed from any outside staffing agency at this time.

Compensation Range: $26.00 – $30.75 per hour – Actual compensation may vary due to other factors such as: years of experience, skill set and location. Total compensation includes profit sharing bonus potential, 401k matching, and a variety of other benefits (details can be found here).