Client Service Specialist
Listed on 2026-10-05
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Customer Service/HelpDesk
Customer Service Rep, Technical Support, HelpDesk/Support, Customer Success Management
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 Number Blocks® , and innovative items like our new Bubble Plush™ 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!
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.
- 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
- 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.
- 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.
- 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.
- 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.
- Execute large order projects to meet customer expectations and delivery deadlines.
- Demonstrate ability to communicate effectively across departments within 180…
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