Customer Service Operations Director

Human Kinetics, Inc.; Champaign (IL); Hybrid; USD 56,000 - 72,000; Full time

Job summary

Human Kinetics, Inc. in Champaign, IL, is seeking an Associate Director, Customer Service to lead the order-entry and returns processes. You’ll implement ERP projects, document procedures, and train staff across the department to ensure accurate, timely orders and returns.

The role requires oversight of credit card data handling, collaboration with Finance and other teams, and ongoing process improvements in a dynamic publishing environment.

Qualifications

• 1-3 years of supervisory experience or in a leadership role.
• 1-3 years' experience in customer service and order entry.
• Experience using publishing specific ERP software or comparable ERP software.

Responsibilities

• Oversee all aspects of customer order entry and returns processing and supervise the Order Entry Specialist.
• Implement new systems, including an ERP, document processes and train staff.
• Collaborate with Finance, Accounting and Customer Service to resolve billing discrepancies.
• Train staff on ERP/system usage to support orders and returns and meet processing timelines.
• Maintain training manuals and liaison with other departments on order entry and returns processes.

Skills

Customer service leadership

Data entry accuracy

ERP systems experience

Office software Excel/Word/Outlook

Education

High School Diploma or Equivalent

Tools

ERP software

Job description

Human Kinetics, Inc. in Champaign, IL, is seeking an Associate Director, Customer Service to lead the order-entry and returns processes. You’ll implement ERP projects, document procedures, and train staff across the department to ensure accurate, timely orders and returns.

The role requires oversight of credit card data handling, collaboration with Finance and other teams, and ongoing process improvements in a dynamic publishing environment.