Director, Customer Service

Director, Customer Service

The salary range for this position is $63,900-$81,900. We expect to hire between $65,000- $70,000 for this position. This position is fully onsite at Human Kinetics' headquarters in Champaign, IL. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Applicants are not obligated to disclose expunged juvenile records of adjudication, arrest, or conviction as part of the application process.

Human Kinetics is committed to building a more diverse workforce. We welcome BIPOC candidates and others who identify with underrepresented groups to apply. Human Kinetics is committed to the full inclusion of all qualified individuals. As part of this commitment, Human Kinetics will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please contact HR.

Our compensation philosophy is to value the contributions of all HK employees and to reward exceptional performance exceptionally. To do that, we provide a standard increase to all HK staff, and we award merit increases and bonuses to people who make extraordinary contributions to the work we do.

Job Summary

This position is responsible for overseeing all aspects of the Customer Service Department, including customer order entry, customer inquiries, and customer credits. They directly supervise Customer Service staff. The Director, Customer Service will implement established policies and as needed, initiate, test, develop, & train to implement new processes and systems. They will provide analysis, feedback, and recommendations for improving internal/external processes and the customer experience. The Director, Customer Service will be the department liaison with other departments/divisions and management.

Essential Functions

Meets and builds on requirements of Associate Director.

1. Responsible for oversight and coordination of all daily operations of customer service.
2. Develops and writes departmental process instructions.
3. Liaise with departments and divisions regarding customer service processes, procedures and best practices.
4. Coordinate Customer Service department staff, including tri-annual check ins and expectations, support staff development, hiring, terminations.
5. Work with designated trainer to create, implement, monitor progress, and improve new and existing staff training.
6. Prepare monthly and ad hoc reports informing about orders processed, phone calls received, written customer inquiries, customer service outcomes and department summary.
7. Create, maintains, and completes monthly and annual fiscal statistical reports and monthly narrative report.
8. Provide feedback on short-term and long term process improvements, projects and strategic initiatives. Participates in projects.
9. Create & Maintain an electronic filing system for all written information and instructions shared by the department.
10. Ability to identify patterns and trends in customer service inquiries and issues reported by external customers. Report issues to correct department for corrective action.
11. Regularly review department to streamline processes and procedures identifying areas for performance improvement.

Secondary Functions

Review marketing promotions, provide feedback ensuring clarity from customer perspective regarding promotion.

Oversee the Customer Service department's participation in the annual physical inventory count and fiscal year-end processes, including ensuring the department meets all deadlines. Provide verbal and written instructions before, during, and after each process and, if required, physically count inventory until dismissed.

Review customer service staff responses to external customers. Provide feedback and areas of improvement.

Listen to recording customer service phone calls. Provide feedback and areas for improvement.

Job Qualifications

Education: Bachelor's degree or equivalent work experience is required.

Required Experience: 3-8 years' supervisory experience or leadership role. 3-8 years' experience in customer service/order entry.

Preferred Experience: 5-8 years' experience in customer service/order entry.

Required Competencies: Strong knowledge of Human Kinetics products, ERP software, websites, content delivery platforms and their setup. Excellent decision making and critical thinking skills. Proficient in Microsoft Excel, Word and Outlook. Ability to look for 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. Stewardship.

Preferred Competencies: Data gathering and analysis. External strategic awareness. External customer service awareness.

Job Demands:

Office Equipment: Frequent computer and printer use. Occasional telephone and calculator use. Rare facsimile and scanner use.

Mental Demands: Frequent problem solving, decision making, supervising, data interpretation, organization, reading/writing, prioritization, adaptability and multi-tasking skills required. Occasional stress management skills required.

Working Conditions: Indoor office environment.

Physical Demands: Frequent sitting. Occasional walking and standing. Rare lifting (40lbs) and carrying.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. This position has access to customer credit card data and must comply with all policies and procedures designed to keep that data from being compromised.