Director, Customer Service

Human Kinetics • Champaign, IL

1d • Onsite

About The Position

The Director, Customer Service oversees all aspects of the Customer Service Department, including customer order entry, customer inquiries, and customer credits, and directly supervises Customer Service staff. The role implements established policies and may initiate, test, develop, and train staff on new processes and systems. It provides analysis, feedback, and recommendations to improve internal and external processes and the customer experience, and serves as the department liaison with other departments, divisions, and management.

The Director oversees daily operations, develops departmental process instructions, coordinates staff and training, prepares operational and fiscal reports, and identifies opportunities to streamline procedures. The role also reviews customer-facing responses and phone calls, monitors customer inquiry trends, and reports issues to the appropriate departments. It is fully onsite at Human Kinetics’ headquarters in Champaign, Illinois. The position has access to customer credit card data and must follow policies and procedures to protect it.

Requirements

• Bachelor’s degree or equivalent work experience.
• 3–8 years of supervisory experience or experience in a leadership role.
• 3–8 years of experience in customer service/order entry.
• Strong knowledge of Human Kinetics products, ERP software, websites, content delivery platforms, and their setup.
• Excellent decision-making and critical-thinking skills.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Ability to identify ways to optimize processes and procedures for efficiency.
• Problem-solving skills.
• Ability to clearly present Customer Service processes, responsibilities, and strategic visions.
• High degree of accuracy.
• Customer focus.
• Proficient oral and written communication.
• Integrity, resourcefulness, effort, respect, teamwork, and stewardship.
• Applicants must be authorized to work for any employer in the United States; visa sponsorship is not available.

Nice To Haves

• 5–8 years of experience in customer service/order entry.
• Data gathering and analysis.
• External strategic awareness.
• External customer service awareness.

Responsibilities

• Oversee and coordinate all daily Customer Service operations.
• Develop and write departmental process instructions.
• Liaise with departments and divisions regarding Customer Service processes, procedures, and best practices.
• Coordinate Customer Service staff, including tri-annual check-ins, setting expectations, staff development, hiring, and terminations.
• Work with the designated trainer to create, implement, monitor, and improve training for new and existing staff.
• Prepare monthly and ad hoc reports on orders processed, calls received, written customer inquiries, customer service outcomes, and department summaries.
• Create, maintain, and complete monthly and annual fiscal statistical reports and monthly narrative reports.
• Provide feedback on short- and long-term process improvements, projects, and strategic initiatives, and participate in projects.
• Create and maintain an electronic filing system for written information and instructions shared by the department.
• Identify patterns and trends in external customer inquiries and issues, and report them to the appropriate department for corrective action.
• Regularly review departmental processes and procedures to streamline operations and improve performance.
• Review marketing promotions and provide feedback to ensure they are clear from the customer’s perspective.
• Oversee the department’s participation in the annual physical inventory count and fiscal year-end processes, ensure deadlines are met, and provide verbal and written instructions before, during, and after each process; physically count inventory if required until dismissed.
• Review Customer Service staff responses to external customers and provide feedback and improvement guidance.
• Listen to recordings of Customer Service phone calls and provide feedback and improvement guidance.
• Comply with policies and procedures designed to protect customer credit card data.

Benefits

• Standard increases for all staff.
• Merit increases and bonuses for employees who make extraordinary contributions.
• Perks and benefits information is available through the company’s compensation and benefits page.

What This Job Offers

• Job Type: Full-time
• Career Level: Director