Customer Service Manager

Learning Resources•Vernon Hills, IL

25d•$100,000 - $115,000•Hybrid

About The Position

hand2mind is seeking a Customer Service Manager to lead its Customer Service team within the Publisher Services Group, supporting the company’s largest B2B clients serving the U.S. school market. The role manages order management and customer care specialists and drives continuous process improvement to provide effective order fulfillment and post-delivery case management in a growing, fast-paced environment. The manager will foster a client-first team culture and collaborate with Operations, Sales, Planning, Accounting, Warehouse Operations, and IT to meet customer expectations and support long-term client retention. The role also includes redesigning and improving case management and reporting platforms, developing training and knowledge resources, and creating dashboards for internal teams and customers. Compensation is listed as $100,000–$115,000 annual salary, with potential profit-sharing bonus, 401(k) matching, and other benefits.

Requirements

At least 5 years of experience in customer service, operations, or order management.
At least 2 years of leadership experience.
Strong computer skills, including experience with Microsoft Office and the ability to create basic reports, documents, presentations, and spreadsheets using Word, Excel, and PowerPoint.
Ability to learn internal systems.
Excellent oral and written communication skills.
Ability to work under pressure and adapt.
Self-directed, with the ability and desire to work with cross-functional teams and willingness to go the extra mile.
Continuous improvement and growth mindset.

Nice To Haves

Experience with ERP and CRM systems.
Experience with Microsoft Dynamics 365, CE, and Sales Hub.

Responsibilities

Manage daily Customer Service team operations, including complex, time-sensitive B2B order processing and timely resolution of post-delivery customer cases.
Partner with Sales Management, Warehouse Operations, and IT to design and implement client-specific order fulfillment and communication processes.
Use data-driven metrics, technology, and software to improve processes, standardize work, and automate operations.
Serve as the team’s escalation point for resolving complex internal and external issues.
Create and maintain a knowledge database with process instructions and FAQ answers to improve case resolution, training, and team consistency.
Build relationships with Operations management to align with customer Service Level Agreement metrics and support accountability across Customer Service and Warehouse Operations.
Collaborate with IT to redesign the Microsoft CE case management configuration and develop a performance metrics dashboard within the first year.
Design and implement documented onboarding and continuous training programs for each Customer Service role; document and maintain core responsibilities in a knowledge database within six months.
Create a knowledge database with FAQ answers and escalation instructions for critical, time-sensitive customer issues within six months.
Create an internal management Power BI dashboard to monitor order management, on-time delivery, and case resolution metrics within nine months.
Lead planning for an external Publisher Services dashboard that enables top customers to access order and shipment metrics within the first year.