Client Service Specialist

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):

1. Order Processing
   1. 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.
   2. Within 60 days, demonstrate ability to enter manual orders accurately and efficiently.
2. Order Management
   1. 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.
   2. Demonstrate appropriate communication to internal and external stakeholders for out-of-stock items.
3. Order Management Reporting
   1. Within 60 days, successfully run customer reports to communicate order status and expected ship dates.
   2. Audit fulfillment fee detail reports within 2 business days after month-end.
4. Manage Post Order Issues
   1. Within 90 days, manage cases (MS 365 Customer Experience module) to respond to customer inquiries.
   2. Resolve order issues, replacement and return requests timely, accurately and efficiently.
5. Project management
   1. Execute large order projects to meet customer expectations and delivery deadlines.
   2. 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).