Customer Service Manager

Learning Resources•Vernon Hills, IL

24d•Hybrid

About The Position

hand2mind is seeking a Customer Service Manager to lead its Publisher Services Customer Service team, which serves the company’s largest B2B clients in 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 exceed customer expectations and support long-term client retention. The role also leads improvements to case management, training, documentation, reporting, and customer-facing performance visibility.

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 the ability to create basic reports, documents, presentations, and spreadsheets using Microsoft Word, Excel, and PowerPoint.
Ability to learn internal ERP and CRM 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.
Willingness to go the extra mile.
Continuous improvement and growth mindset.

Nice To Haves

Experience with Microsoft Dynamics 365, CE, and Sales Hub.

Responsibilities

Manage daily operations of the Publisher Services Customer Service team, including processing complex, time-sensitive B2B orders and resolving post-delivery customer cases.
Partner with Sales Management, Warehouse Operations, and IT to design and execute client-specific order fulfillment and communication processes.
Use data-driven metrics, technology, and software to improve, standardize, and automate processes and scale operations.
Act as the team’s escalation point for complex internal and external issues.
Create and maintain a knowledge database with process instructions and FAQ answers to improve case resolution, training, and consistent team performance.
Build strong relationships with Operations management to align with customer Service Level Agreement metrics and promote accountability across Customer Service and Warehouse Operations.
Collaborate with IT to redesign the Microsoft CE case management configuration and develop a reliable performance metrics dashboard within the first year.
Design and implement documented onboarding and ongoing 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 PBI dashboard for real-time monitoring of order management, on-time delivery, and case resolution metrics within nine months.
Lead planning for a Publisher Services external dashboard that enables top customers to view key order and shipment metrics within the first year.