Client Service Specialist

About hand2mind:

For more than 60 years, hand2mind has inspired learning through play by creating hands‑on, classroom‑tested materials that help children learn by doing. We're a growing, family-owned company recognized as a Chicago Tribune Top Workplace and trusted by teachers and families alike. We create a wide range of educational products-classroom tools like Hands-on Standards, consumer products for NumberBlocks, and innovative items like our new BubblePlush Yoga Balls. If you're curious, collaborative, and a kid at heart, you'll feel right at home here. Join us in shaping the future of learning with our award-winning team!

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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