Associate Director, Customer Service

Salary Range: The salary range for this position is $56,300 - $72,100, with an expected starting salary between $56,300 - $62,000, based on experience and qualifications.

Eligibility for remote work: 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.

Learn more about our perks and benefits here: https://us.humankinetics.com/pages/human-kinetics-compensation-benefits-information

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 at 217-403-7543.

Human Kinetics Compensation & Benefits Information

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

The position is responsible for overseeing all aspects of customer order entry and customer returns processing. They directly supervise Order Entry Specialist. The Associate Director, Customer Service, will implement new systems (including an ERP), document processes, create training materials, and train all customer service staff on how to utilize systems. The Assistant Director, Customer Service will be 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.

Essential Functions

1. Partner with technology, other departments and customer service team to implement and optimize new ERP system.
2. Train customer service staff on new implemented systems and how to utilize systems to support external customers and enter orders and returns.
3. Monitor orders received, prioritize entry and delegate among staff as needed to ensure entry of order in ERP system meets established processing timeline.
4. Oversee unprocessed returns and delegate price extensions and entry into ERP system to ensure timely credit given to customer for returns.
5. Review and agree upon action required for high-risk website orders.
6. 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.
7. Directly supervise the Order Entry Specialist(s), including monitoring performance, completing tri-annual staff feedback and expectations check-ins, and supporting staff development.
8. Liaise with departments and divisions regarding order entry and returns processes, order and returns questions and best practices.
9. Actively work with Finance, Accounting and Customer Service to resolve customer credit card balancing discrepancies.
10. Learn and display expertise backing up on all departmental tasks, processes, customer service online backend tools, ERP software, phone system, & product knowledge as needed.
11. Maintain training manual for order entry and returns processes, procedures and special accommodation for all customer categories.

Secondary Functions:

1. Participate in annual physical inventory per direction of Customer Service Director.
2. Complete varied individual & departmental assigned tasks on an ad hoc or regular basis.
3. Assist with interviewing and hiring customer service departmental staff.
4. Back up assigned Director tasks when needed.
5. Write, review and update processes and procedures for order entry tasks.
6. Directly manages all aspects of the Customer Service department in the absence of the Director.

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.

Required Competencies:

HK Values:

• Integrity
• Resourcefulness
• Effort
• Respect
• Teamwork
• Stewardship

Associate Director, Customer Service:

• 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

Job Demands:

• Office Equipment Frequent computer and printer use. Occasional use of telephone or calculator. Rare use of fax or scanner.
• Mental Demands: Frequent problem-solving, decision making, supervision, data interpretation, organization, prioritization, adaptability, and ability to multi-task. Occasional stress management.
• Working Conditions: Indoor, office environment.
• 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.