What are the responsibilities and job description for the Customer Operations Specialist - Publisher position at hand2mind?
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 training and development opportunities by Harvard and UCLA professors. 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 driven individual to fill a Customer Operational Specialist role on our Publisher team. This position will manage specialty orders, customer owned inventory, and oversee schedules to ensure inventory is available on time to meet fulfillment goals. Gathering data using dashboards and queries to troubleshoot and provide root cause analysis. Demonstrate technical expertise to triage orders quickly through EDI and optimize order processing. Fully owning process and recommending improvements related to order flow and metric reporting. This role offers a rare opportunity to work independently and as part of a diverse team to ensure a meaningful contribution to both organizational goals and our top revenue accounts.
What We’re Looking For (Key Performance Objectives)
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: $65,000 – 70,000 annual salary – 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 ).
#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 training and development opportunities by Harvard and UCLA professors. 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 driven individual to fill a Customer Operational Specialist role on our Publisher team. This position will manage specialty orders, customer owned inventory, and oversee schedules to ensure inventory is available on time to meet fulfillment goals. Gathering data using dashboards and queries to troubleshoot and provide root cause analysis. Demonstrate technical expertise to triage orders quickly through EDI and optimize order processing. Fully owning process and recommending improvements related to order flow and metric reporting. This role offers a rare opportunity to work independently and as part of a diverse team to ensure a meaningful contribution to both organizational goals and our top revenue accounts.
What We’re Looking For (Key Performance Objectives)
- Data integrity and reporting:
- Establish all references in ERP system (Microsoft D365) to make sure all items can be efficiently forecasted, ordered, inventoried and invoiced from product launch to end of life within 90 days.
- Customer Orders:
- Manage “build to ship” and customer owned inventory orders to meet deadlines and ensure invoicing and inventory accuracy.
- All orders to be routed within five business days of completed production (build to ship) and customer owned inventory invoiced within three business days of completed production.
- EDI Subject Matter Expert
- Collaborating with IT, map EDI workflow for each account (6) within 90 days.
- Resolve EDI conflicts within one business day to meet SLA>
- Lead all EDI projects with IT, Account Management and customer contacts for continued improvement in EDI processes.
- Reporting
- Complete monthly reporting for storage, fulfillment and inventory within two (2) business days of each month.
- Complete ad hoc customer requests for inventory, pallet estimates, forecast review on as needed basis.
- Project Manage:
- Lead high-profile projects (internal and external) to plan, prepare, and execute tasks across departments in accordance with customer needs and deadlines.
- Demonstrate ability to communicate effectively across departments within 90 days.
- Sense of urgency to resolve problems, able to solve problems and improvise as needed, and adept at estimating and managing time for a variety of tasks
- Strong prioritization and time management skills
- Strong verbal and written communication skills and ability to interact professionally with internal and external customers
- Curiosity to learn through instruction and independent research
- Able to work through obstacles with a high-level of accountability and completion
- A natural project manager who has a strong sense of operational objectives and a sharp eye for detail.
- Bachelor’s Degree or equivalent work experience
- Minimum 5 years of experience in working in Operations/Inventory, Account Management and/or project management
- Excellence project management and collaboration skills, working cross-functionally across departments
- Microsoft Office Suite: Intermediate level Word/Excel/Outlook
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: $65,000 – 70,000 annual salary – 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 ).
#hand2mind
Salary : $65,000 - $70,000
