Client Service Specialist

Learning Resources • Full-time • Hybrid in Vernon Hills, Illinois, United States • $26 - $30 / hour • 8h ago

Fast Facts

Join hand2mind as a Client Service Specialist, where you will build strong relationships with B2B clients, provide exceptional customer service, and manage order fulfillment for key accounts in a vibrant and supportive environment.

Responsibilities: Act as the primary contact for B2B customer order processing, coordinate delivery, resolve issues, generate reports, and ensure customer satisfaction.

Skills: Experience in customer service, proficiency in Microsoft Office Suite, strong communication and problem-solving skills, and the ability to work in a fast-paced environment.

Qualifications: Bachelor’s Degree or equivalent experience, and 2-5 years in a service-oriented role preferred.

Location: Vernon Hills, IL, with no remote work mentioned.

Compensation: $26 - $30 / Hourly

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):

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.

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.

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.

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.

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).

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