About hand2mind:

We bring learning to life! Trusted by teachers for more than 55+ 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 four 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 Customer Service Assistant to join our Customer Service Team! The ideal candidate will be responsible for providing excellent front desk support, managing order entries, processing mail immediately, assisting visitors, and maintaining effective communication with customers. This position requires excellent organizational skills, attention to detail, and the ability to multitask in a fast-paced environment. Over time, you will have the opportunity to learn additional skills and take on greater responsibilities within the team.

What you’ll do day to day:

• Collect, sort, and process all incoming mail immediately upon arrival, ensuring timely distribution to the appropriate departments or individuals.
• Assist with order entry and filing of customer-related information.
• Assist customers with order modifications, cancellations, or inquiries.
• Support the team in maintaining customer records and updating databases as needed.
• Direct visitors to the appropriate area or staff member and notify the relevant party of their arrival in a timely manner.
• Demonstrate the ability to learn new skills and take on additional responsibilities as they arise. Aim to expand your knowledge and abilities to support the department’s needs.

What we’re looking for (Key Performance Objectives):

• Maintain a friendly and welcoming atmosphere at the front desk, with no unresolved customer complaints related to front desk service.
• Process all incoming mail immediately (within 30 minutes of receipt) and ensure all outgoing mail is dispatched on the same business day.
• Maintain an order entry accuracy rate of 95% or higher, ensuring all customer information is correctly entered and processed within 48 hours of receipt. Within 1 hour of receipt for urgent orders.
• Ensure all customer inquiries are responded to within 24 hours, with a target of 90% of responses provided within this timeframe.

Requirements/Ideal Attributes:

• High school diploma or equivalent
• Proven experience in customer service or a similar role, ideally with front desk or order entry experience.
• Excellent communication skills, both verbal and written.
• Strong organizational skills with attention to detail.
• Proficiency in Microsoft Office Suite and basic knowledge of order management systems.
• Ability to remain calm and professional under pressure.
• Willingness to learn and take on new tasks as needed.

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: $20.50 – $21.70 hourly – Actual compensation may vary due to other factors such as: years of experience, skill set or 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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