Customer Service Representative

**About Learning Resources:** We are Learning Resources®, and learning is where we play. Voted one of the Chicago Tribune’s Top Workplaces, we’re a growing, family-owned company known for our award-winning educational toys, including top sellers Pretend & Play® Calculator Cash Register, Farmer’s Market Color Sorting Set and multiple Toy of the Year winners! We even help pets learn and grow through our pet brand Brightkins®. 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! ## Team & Position Description: The Customer Service Representative I supports dealer and direct customers by accurately processing orders, responding to inquiries, and ensuring service standards are consistently met. This entry-level role builds a strong foundation in customer service operations, order management, and issue resolution while working closely with internal teams. The role offers hands-on experience that develops accuracy, problem-solving, and professional communication skills with clear opportunities for growth. Success in this role requires attention to detail, responsiveness, and the ability to collaborate effectively while managing a steady workload in a fast‑paced environment ## What you’ll do day to day: - Efficiently process orders in a high-paced environment, serving both Dealer and Direct Customers. This includes vigilant monitoring of customer portals for order processing and shipping notifications, as well as daily checks of customer portals. - Address customer inquiries through email, our website, or social media platforms. - Actively engage in responding to customer reviews across company websites and social media platforms to maintain positive customer relations. - Maintain up-to-date knowledge of company products, policies, and procedures. Gain a comprehensive understanding of customer needs pertinent to your assignments. - Answer all queued calls promptly, ensuring timely and effective resolution of customer queries and issues. - Seek out and propose opportunities for process improvements that positively influence customer experience. - Meet or exceed monthly key performance indicators, demonstrating commitment to operational excellence and customer satisfaction. - Be prepared to take on additional duties as required, adapting to the evolving needs of the role and the organization. ## What we’re looking for (Key Performance Objectives): 1. Order Accuracy: Achieve consistent order accuracy within the first 60 days by following established procedures. 2. Customer Responsiveness: Meet response time expectations by 45 days and independently resolve routine inquiries by 90 days. 3. Knowledge & Systems: Demonstrate working knowledge of products, policies, and systems within 90 days. 4. Call Coverage: Reliably support call queue coverage by 30 days and manage assigned volume independently by 90 days. ## Ideal Attributes: - High School Diploma required - 1–3 years of customer service or call center experience - Basic proficiency in Microsoft Windows and Microsoft Office - Clear and professional communication skills - Strong attention to detail - Ability to manage multiple tasks - Problem-solving mindset and willingness to learn - Dependable follow-through and teamwork ## Physical Demands - Primarily seated, with occasional standing - Frequent computer and phone use - No travel required \* this is a hybrid role with 3 days on-site at our Vernon Hills office 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: $21.00 – $22.00 per hour – Actual compensation may vary due to other factors such as: years of experience, skill set and location. Total compensation includes profit sharing bonus potential, 401k matching, and a variety of other benefits (details can be found* […