Associate Director, Customer Service

Description: **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** * 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,