Client Service Specialist

hand2mind; Vernon Hills (IL); On-site; USD 35,817 - 42,361; Full time

Benefits offered by this job

Profit sharing bonus potential

401(k) matching

Variety of other benefits

Job summary

hand2mind is seeking a Client Service Specialist in Vernon Hills, IL, to manage B2B customer relationships effectively. The role involves coordinating order fulfillment, resolving issues, and ensuring high levels of customer satisfaction. Candidates should have a Bachelor’s Degree and 2-5 years of service-oriented experience.

The ideal applicant thrives in fast-paced environments while collaborating with various teams. With a competitive hourly wage ranging from $26 to $30.75, this role offers enticing benefits including 401(k) matching and profit-sharing bonuses.

Qualifications

• 2 – 5 years of experience in a service-oriented role.
• Proficient with data entry in a computer environment.
• Enjoy solving customer needs with a positive attitude.

Responsibilities

• Act as primary contact for B2B accounts and handle order processing.
• Coordinate order delivery based on customer needs.
• Collaborate with teams to resolve customer issues.
• Monitor orders for delays and ensure satisfaction.
• Assist with post-shipment actions and coordinate returns.

Skills

Customer service orientation

Problem-solving

Data entry efficiency

Microsoft Office Suite proficiency

Education

Bachelor’s Degree or equivalent experience

Job description

Client Service Specialist

Regular Full-Time – hand2mind, Vernon Hills, IL, US

Salary Range: $26.00 To $30.00 Hourly

Overview

hand2mind has been inspiring learning through play for more than 60 years by creating hands‑on, classroom-tested educational products. We are a growing, family-owned company recognized as a Chicago Tribune Top Workplace and trusted by teachers and families alike.

Team & Position Description

We are looking for a Client Service Specialist to build trusted relationships with our most strategic B2B customers. In this role you will be the primary liaison between customers and cross‑functional teams, coordinating fulfillment of orders for key accounts and delivering exceptional service that consistently “WOWs” our customers.

What you’ll do day to day

• Act as the primary point of contact for assigned B2B accounts and perform all tasks related to customers’ order processing needs.
• Prioritize and coordinate the delivery of orders according to customer needs and objectives.
• Collaborate with operations and sales teams to promptly and thoroughly respond to and resolve customer requests and issues.
• Generate, review, and modify time‑sensitive customer reports with a 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 order tracking, expediting, proof of delivery, resolving shipping errors and damages, and coordinating order returns and credits.
• Serve as the subject‑matter expert on customers’ business requirements and hand2mind’s internal tools and processes related to order management and fulfillment of other customer‑specific needs.
• Champion continuous improvement that positively impacts the customer experience and identify underlying root causes for missed deliverables through research and analysis.
• Perform other duties 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, including reviewing order data 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 in the 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 of experience working directly with customers in a 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 a fast‑paced, deadline‑sensitive environment.
• Intermediate level proficiency in Microsoft Office Suite (Word, Excel, Outlook).

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

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