Director,Customer Service Job Champaign area,Illinois USA,Customer Service/HelpDesk

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.

Responsible for oversight and coordination of all daily operations of customer service.

Develops and writes departmental process instructions.

Liaise with departments and divisions regarding customer service processes, procedures and best practices.

Coordinate Customer Service department staff, including tri-annual check ins and expectations, support staff development, hiring, terminations.

Work with designated trainer to create, implement, monitor progress, and improve new and existing staff training.

Prepare monthly and ad hoc reports informing about orders processed, phone calls received, written customer inquiries, customer service outcomes and department summary.

Create, maintains, and completes monthly and annual fiscal statistical reports and monthly narrative report.

Provide feedback on short-term and long term process improvements, projects and strategic initiatives. Participates in projects.

Create & Maintain an electronic filing system for all written information and instructions shared by the department.

Ability to identify patterns and trends in customer service inquiries and issues reported by external customers. Report issues to correct department for corrective action.

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.

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