About Learning Resources:
We are on a mission to bring learning to life! We are Learning Resources®, and we have been helping parents and teachers build generations of amazing kids since 1984. Voted among the Chicago Tribune's Top Workplaces for the last five consecutive years, we're a family-owned company on a mission to bring learning to life with our award-winning products, including Toy of the Year winners Tumble Trax®, Botley® the Coding Robot, and Coding Critters™. From ABCs and 123s to fine motor and STEM skills, our educational toys offer kids the building blocks they need to succeed in school and develop a lifelong love of learning. We pride ourselves on being committed to our employee's personal and professional development, a thriving culture and a diverse, creative atmosphere. Along with our culture and competitive benefits package, we offer opportunities for training and development by in-demand, motivating external speakers. 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:
The Front Desk & Customer Experience Specialist serves as a key ambassador of the company's brand, providing a welcoming, organized, and highly responsive experience for guests, employees, and customers. The role requires the ability to handle front desk operations, customer service inquiries, and inventory management while maintaining a high standard of professionalism and customer satisfaction. By ensuring smooth daily operations and addressing customer needs with precision, the person in this role becomes a vital component of operational efficiency and customer experience excellence.
This role demands strong organizational, communication, and problem-solving skills in a fast-paced, customer-facing environment. The Specialist will also be responsible for managing the parts replacement inventory, providing operational support, and continuously improving front-desk processes. Success in this role requires proactivity, a focus on customer experience, and the ability to seamlessly juggle multiple tasks with grace and efficiency.
This position offers an opportunity to become the "face of the company" for visitors, customers, and employees alike. It provides exposure to multiple aspects of the business, including customer service, sales, QA, product development and operations. The right candidate will have the chance to take ownership of key processes, directly impact customer satisfaction, and drive continuous improvements. Those who thrive in fast-paced environments and enjoy making a tangible impact on the customer journey will find this role to be a launchpad for growth within the company.
What We're Looking For (Key Performance Objectives):

1. Master Front Desk Operations and Create a Welcoming Environment
   • Objective: Within the first 30 days , fully master the essential front desk processes, including visitor check-in, phone call routing, and mail/package handling.
2. Drive Continuous Improvement in Customer Experience and Process Efficiency
   • Objective: By the end of the first 6 months , identify at least 3 process improvement opportunities in guest check-in, customer service responses, or inventory management. 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.
3. Develop and Implement a Proactive Issue Resolution System
   • Objective: By Day 60 , create a proactive system to handle front-desk-related issues, including visitor complaints, customer escalations, and facility concerns.
4. Respond to Customer Inquiries and Process Replacement Orders with Speed and Accuracy
   • Objective: Ensure all customer inquiries, including phone calls, emails, and online requests, are acknowledged within 1 business hour and fully resolved within 24 hours . For replacement part orders, achieve a fulfillment rate of 98% within 2 business days .
5. Oversee Parts Inventory and Improve Stock Accuracy
   • Objective: Take full control of the parts replacement inventory room within the first 30 days . Conduct an inventory count, identify discrepancies, and establish a "Stock Reconciliation Plan" to ensure ongoing accuracy. By 90 days , achieve and maintain a 99% inventory accuracy rate and ensure that all replacement parts requests are fulfilled within 2 business days of receipt. 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.

Requirements/Preferences:

• High School Diploma required.
• 1-3 years' experience in Customer Service or Reception
• Foundational understanding of Microsoft Windows and Office applications

Ideal attributes:

• Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• The capability to manage multiple tasks effectively and simultaneously.
• A keen eye for detail and a commitment to accuracy.
• Problem-solving abilities and the initiative to resolve discrepancies.
• Strong interpersonal skills, fostering positive interactions.
• Reliable follow-up and follow-through skills.
• A positive, patient, and customer-oriented approach.

Physical Demands:

• Standing: up to 20% of the time.
• Sitting: up to 90% of the time, reflecting the desk-based nature of the job.
• Extensive use of computers and telephones, up to 90% of the time.
• No travel required.

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.
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