Associate Director, Customer Service

Human Kinetics•Champaign, IL

4d•Onsite

About The Position

The Associate Director, Customer Service is responsible for overseeing all aspects of customer order entry and customer returns processing. This role directly supervises the Order Entry Specialist(s). The position involves implementing new systems, including an ERP, documenting processes, creating training materials, and training customer service staff on system utilization. The Assistant Director, Customer Service also acts as the department liaison with other departments and divisions regarding order entry and returns processing. This position will have access to customer credit card data and must comply with all policies and procedures designed to keep that data from being compromised.

Requirements

High School Diploma or Equivalent required
1-3 years of supervisory experience or in a leadership role.
1-3 years' experience in customer service and order entry.
Proficient oral and written communication.
Alpha numeric data entry 40 wpm-95& accuracy rate.
Familiarity in Microsoft Excel, Word, and Outlook.
Experience using support ticket system to track customer contacts.
Experience using phone system with queuing to answer customer calls.
High degree of accuracy and attention to detail.
Ability to prioritize and meet deadlines.
Customer Focus
Oral communication
Written communication
Listening
Flexibility
Computer literacy

Nice To Haves

3+ years’ experience in customer service, order entry and supervisory experience.
Experience using publishing specific ERP software or comparable ERP software.
Demonstrated success implementing and optimizing enterprise-level customer service systems and/or ERP systems.

Responsibilities

Oversee all aspects of customer order entry and customer returns processing.
Directly supervise Order Entry Specialist(s), including monitoring performance, completing tri-annual staff feedback and expectations check-ins, and supporting staff development.
Implement new systems (including an ERP), document processes, create training materials, and train all customer service staff on how to utilize systems.
Act as the department liaison with other departments and divisions regarding order entry and returns processing.
Partner with technology, other departments and customer service team to implement and optimize new ERP system.
Train customer service staff on new implemented systems and how to utilize systems to support external customers and enter orders and returns.
Monitor orders received, prioritize entry and delegate among staff as needed to ensure entry of order in ERP system meets established processing timeline.
Oversee unprocessed returns and delegate price extensions and entry into ERP system to ensure timely credit given to customer for returns.
Review and agree upon action required for high-risk website orders.
Be responsible for monitoring trends, creating processes and staff training on fraudulent practices and attempts that can occur with website orders and customer purchase orders received.
Liaise with departments and divisions regarding order entry and returns processes, order and returns questions and best practices.
Actively work with Finance, Accounting and Customer Service to resolve customer credit card balancing discrepancies.
Learn and display expertise backing up on all departmental tasks, processes, customer service online backend tools, ERP software, phone system, & product knowledge as needed.
Maintain training manual for order entry and returns processes, procedures and special accommodation for all customer categories.
Participate in annual physical inventory per direction of Customer Service Director.
Complete varied individual & departmental assigned tasks on an ad hoc or regular basis.
Assist with interviewing and hiring customer service departmental staff.
Back up assigned Director tasks when needed.
Write, review and update processes and procedures for order entry tasks.
Directly manage all aspects of the Customer Service department in the absence of the Director.